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AP029 Selling Dynamics CRM: The Sales and Productivity Proof-Points Ross Dembecki / Lead Product Manager

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Is a flexible business application that helps organisations increase business productivity and drive connections across people, processes and ecosystems xRM Framework Core CRM Sales Productivity Customer Care Marketing Extended CRM Industry Solutions Custom Applications AP029: Selling Dynamics CRM: The sales productivity proof points AP049: Microsoft Dynamics 2011 and the Cloud AP107: Customer Care Accelerator AP115: xRM Framework: A Faster Way to Build Business Applications

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Over 1,400,000 users in more than 80 countries with 40+ languages Over 23,000 customers from small to enterprise Over 1,200 software and services partners with new Dynamics CRM competency Over 100 service providers hosting Dynamics CRM solutions Highest rated CRM suite by Forrester, Leader Quadrant by Gartner Over 1,400,000 users in more than 80 countries with 40+ languages Over 23,000 customers from small to enterprise Over 1,200 software and services partners with new Dynamics CRM competency Over 100 service providers hosting Dynamics CRM solutions Highest rated CRM suite by Forrester, Leader Quadrant by Gartner Multi-tenant architecture for cloud and on-premises deployment Regional datacenters in the Americas, EMEA, and APAC Accreditations: ISO 27001:2005 and SAS 70 Type I and Type II attestations SLA: 99.9% uptime, 24/7 support Developer symmetry between our cloud and on-premises assets for integration and extensibility More value for less helps customers make the most of their investments Multi-tenant architecture for cloud and on-premises deployment Regional datacenters in the Americas, EMEA, and APAC Accreditations: ISO 27001:2005 and SAS 70 Type I and Type II attestations SLA: 99.9% uptime, 24/7 support Developer symmetry between our cloud and on-premises assets for integration and extensibility More value for less helps customers make the most of their investments Business at a Glance

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On-premises Systems Cloud Services BrowserPCPhone Winning Customer Scenarios

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I dont think anybody is offering CRM the way that Microsoft is. ~ Warren Wilson, Ovum Its hard to see significant obstacles to continued CRM growth over the coming years. ~ Bo Lykkegaard, IDC Microsoft is going beyond challenging Salesforce.com ~ Nick Kolakowski, eWeek STRONG MARKET MOMENTUM Buyers also like Microsoft Dynamics CRMs usability, lower price, and its quick time-to-value compared with traditional CRM applications. ~ Bill Band, Forrester Salesforce.com and Oracle CRM On Demand customers within 12 months of their contract renewal should evaluate Dynamics CRM Online. ~ Rob DeSisto, Gartner

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FORRESTER -Medium Microsoft Dynamics CRM shines by offering flexibility for large and midsized organisations. ~ Bill Band

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Buyers also like Microsoft Dynamics CRMs usability, lower price, and its quick time-to-value compared with traditional CRM applications. ~ Bill Band FORRESTER - Large

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Figure 1: Magic Quadrant for Sales Force Automation Salesforce.com and Oracle CRM On Demand customers within 12 months of their contract renewal should evaluate Microsoft Dynamics CRM Online. ~ Rob DeSisto GARTNER - Sales

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The Power Of Productivity On the road, I need my customer data on my laptop where I can get to it quickly. By tailoring my tools and to suit my style, I can get more done. I need to collaborate with my co-workers around the world the world to close new business. My goal is personalised service that keeps my customers satisfied and coming back. I dont have a big IT department, so the more I can do myself, the better it is for my company.

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Optimise sales resources for the best territory revenue yield Invest in tools to help salespeople analyse leads and sales opportunities Evaluate technologies that improve the effectiveness of salesperson / customer interactions Consider (SaaS) for CRM / SFA Driving Profitable Business Growth Today's imperative for sales executives Issues Impacting Sales Profitability 65% of companies require 6+ months to ramp up new sales reps Only 5.1% of companies exceed expectations in forecast accuracy Only 63% of companies report >75% CRM adoption rate Where to Invest "The key to long-term success is freeing up salespeople to develop and build customer relationships. Companies focusing on the high-value activities can expect to increase sales and profitability. Craig Ulrich, North America East Division Practice Leader Sales Effectiveness and Compensation, Watson Wyatt Sources: CSO Insights, Sales Performance Optimization: Core CRM Usage Analysis, 2010 CSO Insights, Sales Performance Optimization: Sales Management Analysis, 2010 Gartner, Deploying Sales Force Automation Even in a Down Economy, Robert Desisto, 2009

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Productivity Is Key to Profitability Efficient, effective selling drives acquisition, retention of profitable customers Sales Efficiency Sales Effectiveness High performing sales organizations spend 30% less time throughout the year on administrative tasks High performing sales organizations spend 40% more time each year with their best potential customers Reprinted with permission from Driving Profitable Sales Growth: 2006/2007 Report on Sales Effectiveness 2008 Watson Wyatt Worldwide Spending more time with the right customers and prospects

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The Role of Software Increase the time sales people spend selling Meeting/Admin Tasks 17% Generating Leads 18% Account Management 14% Other (Training, Travel) 14% Selling: Face to Face 36% Poor Technology Adoption Inconsistent Sales Processes Inability to Access Information Unreliable Prospect and Customer Information Productivity Is Affected by Productivity Is Affected by Poor processes and technology Sales tools that people actually use Customer-centric sales processes Anytime anywhere access to people and information Accurate information, insight that improves decisions Source: Sales Optimization Survey, CSO Insights, 2010

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Sales Productivity and Performance Critical drivers of productivity delivered through software Real-time customer intelligence Optimised selling cycles Connected, collaborative sales force Actionable business insight

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KNOW YOUR CUSTOMERS REAL-TIME CUSTOMER INTELLIGENCE Real-time customer intelligence Optimised selling cycles Connected, collaborative sales force Actionable business insight

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Know Your Customers A complete view shows you the best opportunities See top recommended contacts and products Stay connected on the road with mobile solutions Improve planning with real-time account snapshots

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OPTIMISE SELLING CYCLES DO MORE WITH LESS Real-time customer intelligence Optimised selling cycles Connected, collaborative sales force Actionable business insight

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Sales Cycle Time The way sales professionals allocate their time is criticaleven a couple more hours per week on these key activities can make a real difference. Reprinted with permission from Driving Profitable Sales Growth: 2006/2007 Report on Sales Effectiveness 2008 Watson Wyatt Worldwide Administrative Time Selling Time Quotes, approvals, and manual processes Customer and prospect info search Manual data entry and de-duplication Separate e-mail / calendar management Customer face time Sales opportunity analysis Collaboration with colleagues Deal closure Optimise Selling Cycles Selling time is impacted by manual tasks and inefficient processes

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Optimise Selling Cycles Simplified data input and lead management Reduce time and minimise data errors with pre-filled forms and look up fields Use easy search and custom views Streamline lead distribution through pre- defined workflows Effortlessly qualify and assign leads

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Optimise Selling Cycles Streamlined sales processes and approvals Accelerate the sales cycle with automatic routing and approvals Enable multi-step sales processes (i.e. sales stages) with advanced workflow Quickly create custom workflows for your process with logical workflow design for sales teams

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SELL BETTER TOGETHER CONNECTED, COLLABORATIVE SALES FORCE Real-time customer intelligence Optimised selling cycles Connected, collaborative sales force Actionable business insight

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Sell Better Together Anytime, anywhere access to people and information View real-time status and communication with Presence feature Use integrated telephony, fax, e- mail and calendaring capabilities in native Outlook client Use embedded social networking capabilities with Outlook 2010

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Sell Better Together Enhanced collaboration and document management Share knowledge easily with centralized document repository Save time by using existing templates, proposals, and contracts Find information and people quickly with powerful portal and search capabilities in SharePoint

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FOCUS ON THE RIGHT OPPORTUNITIES ACTIONABLE BUSINESS INSIGHT Real-time customer intelligence Optimised selling cycles Connected, collaborative sales force Actionable business insight

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Focus on the Right Opportunities Confidence and accuracy is the key for better decisions Source: CSO Insights, Sales Performance Optimization, 2010 ~60% of sales executives rate their ability to conduct accurate sales forecasting as Needs Improvement TargetGoal TodayToday Forecast Range Sales Time Missing data from lack of user adoption and use Inaccurate data due to difficulty in using system Low Forecast Confidence Source: User Survey Analysis: Business Intelligence, Worldwide 2007: Gartner 40% of sales executives rate Sales Analytics as one of the top needs for their organisation

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I need visibility into our sales forecast and costs.- Sales VP Focus on the Right Opportunities Configurable dashboards and reports Enrich data and business intelligence with external data sources Instantly track sales pipeline, top customers and sales leaders with configurable dashboards Easily identify most lucrative or important deals/customers

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Focus on the Right Opportunities Role-tailored data visualisation Gain real-time view of sales pipeline with in-line data visualisation Instantly show highest value prospects/leads with conditional formatting

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Sales Productivity and Performance Critical drivers of productivity delivered through software Real-time customer intelligence Optimised selling cycles Connected, collaborative sales force Actionable business insight

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TIPS: MARKETING & SELLING CRM

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Digital Strategy Renew & Upgrade Proof & Purchase Consider & Trial Awareness & Demand Gen Partner Traditional Marketing Relationship Marketing Offers & Promotions Investments Readiness Engagement Resources Discovery & Profiling Sales Resources Proof Points Trials Proof of Concepts Pricing & Licensing Better Together Close the Deal Deployment Measurement Retention Grow Marketing & Selling Microsoft Dynamics CRM 2011 This section will provide a summary of the key concepts across the entire sales process and will help identify available resources and tools for you to leverage to prepare to market and sell Microsoft Dynamics CRM 2011

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Get Your Story Out! #2 SEO Result 12,000 + Followers Tie Traditional & Online Marketing Together Optimise for Digital and Social

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You have (non CRM) customers today Begin Account Discovery and Profiling Work Target SharePoint / Outlook & Exchange / ERP Users Implement your own referral (bounty) program Align with non-CRM partners to protect their Microsoft interests Launch an all-out 30-day trial blitz Balance the BDM / TDM Relationship With CRM Online, you are often selling to the Business Decision Maker They dont really care about WLID, XML, email configuration options, or MAPI They care about how Dynamics CRMs ease of use, familiarity, and innovation help them sell, market, and service customers The Technical Decision Maker cant say yes, but they CAN say no Target Conversations to Decision Makers

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Online Offers that work Online Trials Traditional Offers you know work for you Leverage the Dynamics Marketplace to help clients find solutions that expand on the value of Dynamics CRM ISV Offers Industry Specialisation Partners No charge enhancements Offers That Work

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In the SaaS space, fast, tactical trials are the new norm Bringing the Business Decision Maker to a no-charge 30-day trial quickly can take the deal off the street Allows you the opportunity to control the account during evaluation Customers should be on a drip campaign Either individually or as part of a group of customers on similar timelines Send daily tip or email on making the most of your 30-day trial Consider weekly customer engagement via Live Meeting, Chat, or other channel to keep prospects engaged, to help ensure a positive experience, and to drive accountability No less than one pre-arranged peer call If you dont have the right customer, ask around Begin closing no later than day 20 For Online the Game is Speed to Trial

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Take time in building a bespoke demonstration environment for your clients Use Import/Export to speed the loading of industry / market / specific data Include ISV solutions Take the time to load live prospect information After the demo (or even better, during!) the demo, turn the system over to the customer The Demo Becomes the Trial

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Explore cross-sell and up-sell opportunities If project is for sales, what about customer service? If project is for AUS, what about NZ? If project is for CRM what about BPOS, OCS/UC, etc.? If project is for Division A, what about Division B? Define Peripheral Demand

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Customers PAY (ongoing) because they USE it + 24 Hours - First Contact/Phone Call + 2 days Remote Desktop Support Session + 7 Days (and each week) Email How-To Tips 0 DAYS60 DAYS90+ DAYS Higher Up-Sell Increased Customer Retention Increased Customer Referrals Increased Customer Satisfaction Higher Up-Sell Increased Customer Retention Increased Customer Referrals Increased Customer Satisfaction Customer Value Support Investment Best Practices for Online Deployments

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Invite customer to the reference program Invite customer to the Analyst evidence program Nominate the customer for Case Study, or Event showcases Promote the decision makers and the solution internally to extend the tent Turn your customer into a hero

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Call To Action Sign-up to be a CSA Fee Partner or a CRM/ERP Referral Partner Use Dynamics CRM via Internal Use Rights Benefit Attend CRM Global Readiness Tour: 1 Day 2 Tracks Sydney: October 18 th Melbourne: October 19 th Register Now: http://bit.ly/CRM2011GRThttp://bit.ly/CRM2011GRT Leverage the Dynamics CRM 2011/Online Beta Public Beta Customers, partners and prospects September Released & available for both Online and on-premises Beta Sign-up - http://crm.dynamics.com/crm2011betahttp://crm.dynamics.com/crm2011beta Web: http://crm.dynamics.com Twitter: @rossd_crmhttp://crm.dynamics.com Web: http://crm.dynamics.com Twitter: @rossd_crmhttp://crm.dynamics.com Visit Pod #26

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