microsoft dynamics crm 2011 a day in the life
TRANSCRIPT
1. The “Power of Productivity”
2. The Sales Conversation
3. The Customer Care Conversation
4. The Extended CRM Conversation
5. Summary
Agenda
Customers have unparalleled access to product information
Barriers to switching rapidly eroding
Staff reductions mandate organizations do more with less
Positive customer experience key to success
A Competitive Landscape
92% flat or declining
8.1% increasin
g
“As product and price differentiation erodes, businesses are turning to customer experience to gain market share over their competitors.”
Customer Service Wave Report
Forrester Research
STAFF CHANGE OPINIONS % OF RESPONDANTS
Cutting IT Headcount by 1%-15% 50.3
Cutting IT Headcount >15% 12.4
Increasing IT Headcount 1%-5% 7.6
Increasing IT Headcount >15% 0.5
No headcount Increase/Decrease 29.2
“Adopting a productivity focus that changes the way we work is the only path to lock in productivity gains and earnings. Achieving productivity gains requires changing the way people work so they work smarter, achieve more, deliver greater quality and realize the value of their efforts.”
Mark McDonald, GVP
Gartner
Renewed Focus on Productivity
“Power ofChoice”Productivity”
Productivity Is Key to Profitability
Sales Efficiency Sales Effectiveness
“High performing sales organizationsspend 30% less time throughout
the year on administrative tasks”
“High performing sales organizationsspend 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 timewith the right customers and prospects
Efficient, effective selling drives acquisition, retention of profitable customers
Increase sale output and efficiency
Microsoft’s Promise of Sales Productivity
Increase time with
customers
Achieve real-time insight
Improve conversion and
close rates
Shorten sales cycles
Contain costs without
sacrificing service
Increase timewith customers
Shorten sales cycles
Improve close rates
Achievereal-time insight
Differentiators
“Lead to Cash”
Native Outlook Client
Robust workflow
Insightful analytics
Mobile productivity
SFA Capabilities Today
Sales Productivity with 2011
1. Reduced “busy work”
2. Intelligent lead management
3. Improved team selling
4. Real-time sales performance
Real-Time Filtering: Reduced Busy Work
Allows sales staff to instantly zero-in on needed data
For example can use filters to display only opportunities of last two months
Excel-like filters for each column
Conditional Formatting: Instant Lead Scoring
Lead Scoring example: High probability leads in green font
Guided Wizard for easy rules creation
Formatting rules can be applied against any entity
Excel Export/Import: Improved Data Quality
True bi-directional sync with Excel
Sales person can work opportunities, export to marketing group where they make changes to lead and then import changes back into Microsoft Dynamics CRM
Changes made in Excel automatically incorporated in Microsoft Dynamics CRM
Team Ownership: Better Team Selling
Account ownership of Records
For example, you could have a “Large Account” team made of account managers, sales reps., sales manager, CSS agents, etc.
Team security roles and roll-up reporting
Contextual Docs: Streamlined Proposals
Embedded document management capabilities of SharePoint
Check-in/Check-out and lock-down capability
For example, sale team can create central repository of quotes and proposals for faster proposal creation
Inline Visualization: Improved KPI Tracking
Instant visualization of data most relevant to sales person
Can use pre-defined charts like Sales Pipeline
Built-in drill down capability
Can instantly create custom charts via guided wizard
Flexible Dashboards: Gleaning Insight
Can use multiple pre-built dashboards
Or can create personal dashboards via drag-n-drop controls
Easily bring in outside data like maps, financial data, etc.
Reduction in call center resources
Agents saddled by multi-task environment
Mounting demands for operational efficiency
Increasing customer expectations
Customer Care Challenges
“On average, 40% of customers who suffer through bad experiences stop doing business with the offending company.”
What Service Customers Really Want by Dave Dougherty and Ajay Murthy – Harvard Business Review, Sept 2009
Increase time with
customers
Achieve real-time insight
Improve conversion and
close rates
Delight your customers and strengthen the bottom line
Shorten sales cycles
Contain costs without
sacrificing service
Streamlineissue resolution
Microsoft’s Promise of Customer Care
Contain costswithout sacrificing
service
Boost operationalefficiencies
Arm each action with insight
Differentiators:
360 customer view
Easy case handling
Built-in KB
Service scheduling
Streamlined processes
Customer Care Capabilities Today
Customer Care Productivity with 2011
1. Right data at fingertips
2. Faster Problem Resolution
3. Simplified work management
4. End-to-end KPI tracking
Most Recently Used Lists and Record Pinning: Minimizing Clicks
New features dramatically reduce clicks and windows which is huge time saver for call center reps.
Most Recently Used items displayed just with a click
Can pin most often used records (contacts, cases, accounts, etc.)
Pre-defined homepage presents most relevant info.
Flat UI: Simplified Case Tracking
New Flat UI dramatically reduces windows and tabbing back and forth and in turn reduce call time
Can easily scroll down for needed info.
Still have left-hand Nav. for users that want to jump to specific data point Contextual sub-
grids
Custom Activities: Improved Field Service
Now have complete flexibility to create any activity
For example, can create “Onsite Repair” activity and other Field Service related activities
Can instantly add new tasks, resources and resource groups to activity
Support for re-occurring appointments
Guided Dialogs: Guided Problem Resolution
Guided Dialogs provide robust call scripting capabilities
Can create many types of scripts. Multiple response example to left
Can enforce actions/tasks based on pre-defined rules
Troubleshooting script example
Queues: Streamlined Work Management
Can create queue against any entity in the database
Can create individual or team queues
Can lock-down queues until action is complete for sequential work management
For example, can create case escalation queue for important customers
Goal Management: Operational Efficiency
Can track goals against any entity
Useful for call centers that want to track average call time, first call resolution rate and other key metrics
Easy set-up process
With a click can generate reports for goal attainment
Auditing: Improved Accountability
System-wide auditingImportant for call centers who have strict SLAs
Can see all changes made at record or field level
Can create pre-defined auditing rules
The Evolution from CRM To Extended CRM
Partner Relationship Management
Distributor Relationship Management
Patient Relationship Management
Employee Relationship Management
Contractor Relationship Management
Supplier Relationship Management
Asset Management
Property Management
Fleet Management
Land Management
Task Management
Event Management
Extended CRM leverages the flexible xRM Framework which allows organizations to easily configure and extend the capabilities of Microsoft Dynamics CRM.
Extended CRM is additive to core CRM and allows organizations to track and maximize the value of other relationship and assets and in turn extend the power of CRM.
Increase time with
customers
Achieve real-time insight
Improve solution relevance and business impact
Shorten sales cycles
Contain costs without
sacrificing service
Enhance value ofall relationships
Microsoft’s Promise of Extended CRM
Improvebusiness fit
Drive operational excellence
Increasebusiness agility
Differentiators:
Robust workflow engine
Multi-channel
communications
Powerful BI capabilities
Point-and-click
configuration
Powerful partner solutions
Extended CRM Capabilities Today
InteractionsRelatio
nshi
ps
Proc
essInsights
xRM Framework
Extended CRM Productivity with 2011
1. Impactful connections
2. Role-tailored experience
3. Greater industry relevance
4. Value-add solutions
Connections: Influencing the Influencers
Can create any kind of role and apply to any entity
Especially useful in sales cycle where there are multiple influencers (lawyers, consultants, tax experts, etc.)
Key enabler of Extended CRM
Each role can have distinct attributes
Social Connector: Bringing in Social Context
Social Connector in Outlook Client seamlessly brings in social data
For example, can instantly see LinkedIn or Facebook profile for given contact
Allows users to gauge online influence of contact
Role Tailored Forms: Tailored Fit
True role-based forms ensure data is relevant to each user
Can have multiple forms per entity
Drag-and-drop customization
Full control over presentation of forms
Drag and Drop UI: Effortless Customization
Useful “Click to Customize” feature
Drag-and-Drop UI
Can configure entity Body, Header or Footer
Can use Navigation Editor to customize left-hand navigation
Marketplace: One Stop Shop for Apps.
Central repository of complementary solutions for Microsoft Dynamics CRM
New optimized search logic
User generated ratings and reviews
Fully integrated to Microsoft Dynamics CRM
Solutions: Centralized Solution Management
Allows you to centrally manage solutions right within Microsoft Dynamics CRM
Multi-app server capability
Managed properties
1. Familiar, intelligent and connected experience
2. Wealth of new features in 2011
3. Strong business value for SFA, CC & Extended
CRM
Microsoft Dynamics CRM 2011 Amplifies Productivity
Empower Your People withMicrosoft Dynamics CRM 2011!
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of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft
cannot guarantee the accuracy of any information provided after the date of this presentation.
MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.