concurrency presents dynamics crm 2013

ALL RIGHTS RESERVED © 2014 #CNCYevent + #MSDYNCRM

Microsoft Dynamics CRM 2013Presented by Concurrency, Inc.

Leverage Technology for Real Change


Introduction to ConcurrencyMicrosoft Gold Certified Systems Integrator• Serving Wisconsin, Illinois and Indiana since 1989, headquartered in

Brookfield, WI• Offering a full range of professional services focused on the Microsoft

Platform

Recent Awards:• 2012 Microsoft Content Management Partner of the Year• 2012 Microsoft Central Region Partner of the year• 2012 Microsoft Midwest Partner of the year• 2011 Microsoft Midwest Partner of the year• 2010 Microsoft Midwest Marketing Partner of the year

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Event hashtags: #CNCYevent + #MSDYNCRM


Business ProductivityBusiness Process

Management

Modern Applications

Customer Relationship Management

Project Management &

BusinessAnalysis

Content Integration

Social Collaboratio

n

Business Intelligence

Infrastructure

Roadmap

IT Service Management, Process & Automation

Modern Datacenter & Identity

Modern Devices

People-Centric IT

Management and

Monitoring

Cloud Platform:

Communication & Voice

Cloud Platform:

Collaboration

Cloud Platform: CRM & Social

Infrastructure


Today’s Presenters

John AdaliSolution Lead – Dynamics CRM

Catie FranklinBusiness Analyst – Dynamics CRM


Agenda

• Business Value of Dynamics CRM• Targeted Scenario Demonstrations• Customizations in Dynamics CRM• Future Enhancements• Q & A


Business Value of Dynamics CRM


Dynamics CRM 2013• CRM is:• Microsoft’s platform for customer relationship

management• Available as a cloud service (part of Office 365), or as an

on-premise server

• CRM provides a unified platform for your customer data• Intuitive user interface to deliver amazing customer

experience• Configure once, use anywhere• Full mobile support


Why Dynamics CRM?• More than just a repository for customer data• Deep integration with Microsoft technologies• Robust configuration and customization• Targeted solutions• Sales• Marketing• Services

ALL RIGHTS RESERVED © 2014

Everyone is connected, everywhere, all the time

>4.5 billion social users

>6.8 billion on mobile

>400 million tweets per day about product, services, and brands

150average number of times a person checks their phone each day

http://articles.washingtonpost.com/2013-03-21/business/37889387_1_tweets-jack-dorsey-twitter

http://mobithinking.com/mobile-marketing-tools/latest-mobile-stats/ahttp://www.kpcb.com/insights/2013-internet-trends

Morgan Stanley, Comscore, Facebook, Twitter, LinkedIn, Youtube, Wikipedia


Decisions are made before you can even engage

Customers are

57% through the sales cycle before they talk to you

70% For complex sales cycles *

* http://partnersinexcellenceblog.com/70-of-buying-process-completed-without-sales-involvement/


Companies must adapt to the new customer journey

Care everywhere Earn customers for life with responsive, relevant, effective service.

Market smarterPlan and deliver engaging campaigns with quantifiable results end to end.

Sell effectivelyFocus on what matters to close more deals faster.


44% Of customers today complain about products and services on social networks

Customer expectations have changed

86% Of customers are willing to pay more for a better customer experience.

23% Increase in profitability & revenue realized from highly engaged customers


S&P 500 index

-1.3%

CxP Laggards

-46.3%

CxP Leaders

22.5%

5-year stock performance of Customer Experience (CxP) leaders vs. laggards vs. S&P 500 (2007-2011)Showing cumulative total return.

© Watermark Consulting 2012

Companies that deliver amazing customer experiences, win


How do we leverage CRM?


Meet your customers anywhere, on any device

Get all your customer information on one screen – no app flipping, no pop-ups.

Update activities, contacts, and opportunities on the go and get real-time insight on the metrics that matter most.

Revolutionary new UI allows you to see everything you need on one screen to sell faster and smarter.


Spend more time engaging with customers on LinkedIn and Twitter without ever leaving CRM.

Gain competitive insights from social channels and harness the public web to identify new leads and contacts.

Social Insights powered by InsideView put real-time company and contact information from 30,000 sources into Microsoft Dynamics CRM.

Build your network and deepen customer relationships


Understand customer sentiment across the social web and get early warning to service issues.

Empower customers and agents to have relevant, personalized interactions across any touch point.

Identify and respond to customer issues on any channel (e.g., self-serve, social, email, web, phone).

Listen and engage with customers on the channels they prefer

Omni-channel support can improve customer satisfaction by

36%


Microsoft Dynamics Marketing

SALES, SERVICE AND MARKETINGCONTENT MANAGEMENT Secure Multi-tenantScalable

MICROSOFT DEVICES AND SERVICES

Integration


Match customer preferences to your service team to enhance the customer experience.

Delight your customers to drive greater advocacy by personalizing every interaction.

See your customers beyond a static record – enhanced social profiles, sentiment, and data from the web.

Personalize your service and build customer loyalty


Security & Identity

Management Platform

Data & Process

Integration

Configuration

& Extensibility

DesktopBrowsersTablets Phones

End-to-end solution powered by Microsoft

Sales Marketing Customer Care Custom Apps

Cloud On-Premises

Customers Employees Partners

Workflow & Guided

ProcessesAnalytics & BIBusiness Rules

& LogicFlexible

Metadata

Social - Internal

Social - External

IM, Calls & Video Email

Document Collab

Community Portals

in

Social

Mobile

Platform


Targeted Scenario Demonstrations


Customizing Dynamics CRM 2013


DevelopersBusiness Analysts System Administrators

Integration Custom UI Custom Logic and

Business Rules Advanced

Business Intelligence

Workflow-Driven Processes

Self-Service Reports

Views, Forms Data Model

Users, Organizations Business Units Security Roles Settings Templates, KB articles

Mail-Merge and Email Templates

Document Templates

Microsoft Dynamics CRM Extensibility Toolset


Future Enhancements


Q1 CY 2014 Q2 CY 2014 Q3 CY 2014 Q4 CY 2014 H1 CY 2015

Microsoft Dynamics Marketing “Mira”

Microsoft Dynamics Marketing “Electra”

CRM

Social

Marketing

Parature

Microsoft Social Listening “Subra”

Microsoft Social Listening “Hydra”

Microsoft Dynamics CRM “Libra”

Microsoft Dynamics CRM “Vega”

Microsoft Dynamics CRM “Leo”

Acquisition Integration v1

SPR

ING

WAV

E

FALL

WAV

E

CRM Roadmap


Track your brands, competitors, campaigns

Track your most valuable customers

Early warning on issues

Integrate into CRM dashboards

Integrate into records

MARKETINGSERVICEMicrosoft Social Listening


CRM + MSLCreate Social Activities : H2

Create:

• Cases• Leads• Opportunities

From MSL to CRM

SALESSERVICE

Design preview


Power BI + MSLSocial Analytics : H2

MARKETING

What’s in:

• Connect Social Data to Power BI and do advanced analytics

• Mash up Social Data with Sales, Marketing, and Financial Data


Dynamics MarketingSocial Campaigns : Q2What’s in:

• Trigger and execute social activities

MARKETING


INTEGRATED AGENT DESKTOP

Single unified interface for accessing all the tasks and applications required to complete customer interaction processes

SESSION MANAGEMENT

Handle multiple customer sessions and preserve contextual information

TIME TO VALUE

Significant reductions in development efforts for call center applications

CENTRALIZED MANAGEMENT

Centrally manage, configure, and authorize from Microsoft Dynamics CRM

Unified Service Desk (USD)Key Capabilities


Ticket

Live Chat

Knowledge-base and FAQs

Mobile

Phone

E-Mail

Facebook Walland Pages

Twitter Stream

Blogs and Forums

Web Search

Support Agent

Metrics andReports

Provide a 360-degree view of your customer

Parature:Multi-channelvisibility and oversight“Gen Y consumers are increasing usage across all interaction channels and are most likely to use the broadest array of channels (more than 6) on a regular basis.” – NICE 2012 Consumer Channel Preference Survey


Questions?


SurveyFREE Dynamics CRM Assessment: Get expert guidance on Microsoft Dynamics CRM 2013; examining how these technologies can benefit your organization.

Business Case for CRM: Create or update the business case for Dynamics CRM for your organization. Includes documenting and presenting the benefits, investment options and organizational changes needed to achieve business results.

Business Productivity Learning Session: Interactive learning session with one or more of your key business areas to see the latest capabilities of Dynamics CRM. The session includes discussions with business areas on how these capabilities can be applied to improve sales, marketing and customer service.


The Surface Pro ContestEnter to win a Microsoft Surface Pro!

How to winBriefly describe (100 words or less) yourbusiness case on how empowering userswith Dynamics CRM will improveproductivity within your organization.Email submissions by April 15th to:[email protected]


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concurrency presents dynamics crm 2013

Technology

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service management

collaboration cloud

crm social infrastructure

day http

engaged customers

monitoring cloud platform

better customer experience