microsoft dynamics crm 2013 - deep dive
TRANSCRIPT
Igniting your business – What’s new in Microsoft Dynamics CRM 2013 Brad Tornberg, Ian SmithJanuary 17, 2013
Session agenda
Business Process
New User Experience
Sales Analysis & Social Insight
Q&ADemo Calls to action
Breakfast & Breaks
Mobile Sales
37% posted questions on social networking sites looking for feedback
48% followed industry conversations on the topic
59% engaged with a peer who had addressed the challenge
Before a supplier is engaged…
57% of an average B2B purchase is complete
CEB, The New High Performer Playbook, Arlington VA, 2012DemandGen Report, “Breaking out of the Funnel”
Today’s buyer
More than 10 sources have
been consulted
• Does their own research
• Favors peer group recommendations
• Has high expectations• Holds the power
Buyer 2.0 trends are shaping the new sales team
Technology can enable sales people, helping them focus on their customer, better prepare for relevant and targeted interactions, and connect with the resources and people they need to help them succeed.
Microsoft Dynamics CRM makes business personal
INTUITIVE DESIGN
ACTIONABLE INTELLIGENCE
PERVASIVELY CONNECTED
• Simple and immersive interface that salespeople love to use
• Personalized, efficient and familiar experiences• Embedded process, based on proven best selling practices• Agile processes that can be tailored to each business• Deep insight into market conditions, prospects and
customers• Navigate the customer’s buying chain effectively through
social prospecting• Data visualization gives sales leaders visibility into key
metrics and trends• Anywhere access to the people and resources needed for
success• Real-time internal and external collaboration with rich
communication tools• Content and expertise sharing to help teams win together• Social networking tools in business context
New User Experience
Experience designed for people CRM Adoption continues to be a challenge for
organizations Microsoft Dynamics CRM 2013 delivers an experience
that is: Easy to use Seamless across devices Outcome-driven Valuable to marketing, sales and operations people"Out of all the CRM project problems reported, we found
the most significant threat to be slow user adoption (49 percent)“
- Bill Band, Vice President, Principal Analyst, Forrester
• New navigation optimized for analysis, search and engagement
• Customer 360 gives you a complete and transparent view of your customers and your interactions
• Everything you need at your fingertips – no app flipping, no pop-ups – making it easy for everyone in your organization to adopt
People-first design
New navigation model Streamlined flow Valuable space on screen
reserved for information display
Microsoft Confidential
Simplified Navigation
Simplified Navigation
Microsoft Confidential
Simplified Navigation
Microsoft Confidential
Flat User Interface – No pop ups!
Recently viewed records at your fingertips
Enter data “on-the-fly” with Quick Create
Microsoft Confidential
Quick Create Forms
New command bar
Microsoft Confidential
Auto-Save
Microsoft Confidential
Image Type Field
Microsoft Confidential
Portable Business Logic
Microsoft Confidential
Quick View Forms (From Other Entities)
Business Process
Business Process – standardize on best practicesStep-by-step guidance on what you need to do to get a verifiable outcome.
Benefits for organizations: Increase win rates Increase revenue and profit margins Shorten sales cycle Promote consistent, high-quality
engagement Improve measurement of sales stage
progression Increase forecast accuracy Create competitive differentiators Align sales people with company goals Shorten ramp up time for new-hires
According to CSO Insights, companies that adopt a dynamic sales process
show a 19% increase in quota attainment over companies that do not.
Microsoft Confidential
What it looks like
Business process-centric experienceEmbedded in CRM, making it easy to identify: Where you are in process What you need to do
next
Business process can span multiple record types, guiding user through: Application navigation Field updates New record creation
Personalized sales process
Users can select the process that best fits the scenario
Business rules can be enforced through process
Stages can be categorized for better reporting
Support for closed-loop processes
Microsoft Confidential
Real Time Workflows – (Synchronous)In the example below, when an opportunity is over $25,000, the Size of the opportunity is set to strategic.
Microsoft Confidential
In Line Controls
Microsoft Confidential
Industry Templates
Microsoft Dynamics CRM Sports Management Process Microsoft Dynamics CRM Wealth Management Process Microsoft Dynamics CRM Grant Management Process Microsoft Dynamics CRM Health Plan Sales
Management Process Microsoft Dynamics CRM Life Insurance Sales Process Microsoft Dynamics CRM Service Call – Repair and
Return Process Microsoft Dynamics CRM Deal, Onboarding and
Account Planning Process
Microsoft Confidential
Industry Templates (cont.) Microsoft Dynamics Solution Selling® Transactional Cycle Microsoft Dynamics Solution Selling® – Short Sales Cycle Microsoft Dynamics Solution Selling® – Strategic/Complex
Sales Cycle Microsoft Dynamics CRM Complex Opportunity Management
Processes Microsoft Dynamics CRM Citizen Service Request Process Microsoft Dynamics CRM License and Permit Compliance
Process Microsoft Dynamics CRM Public Sector Case Management
Process
Sales Analysis & Insight
Turn action into insight Powerful dashboards and
real-time visualizations Time-phased graphical
analytics with PowerView Understand your prospects
more than they understand you.
Stay on top of influencers and changes that affect your most important deals
Microsoft Confidential
Insideview Integration
Microsoft Confidential
Insideview – Actionable Intelligence Having the necessary information immediately available in
order to deal with the situation at hand! Pre call research & sales and marketing insight Research People
People Tab Sync Feature with CRM
Get email alerts Follow key companies and people
Company News, Job Changes, Social Media Posts, Connections Provides detail data – contact profiles – emails and phone Provides company data – location ,industry, # employees,
revenue
Microsoft Confidential
Yammer - Collaboration
Mobile Sales Enablement
Stay productive on the go Microsoft Dynamics CRM on
devices that sales people want to use:
Windows 8 tablets and iPad Windows Phone, iPhone, and Android phone
Included with each CRM license at no additional license fee
Adopt Microsoft Dynamics CRM on touch devices to:• Quickly mobilize your sales force• Create a competitive differentiator• Attract and retain sales talent
Social Selling
Team selling through social connections
• Social conversations in business context
• Find experts and collaborate on deals
• Generate referrals and introductions
Microsoft Confidential
Social Pane
Microsoft Confidential
Social on all activities
Q&A
Demo by Ian Smith
© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as 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.
Everyone is connected, everywhere, all the time
>4.5 billion people on social
>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-twitterhttp://mobithinking.com/mobile-marketing-tools/latest-mobile-stats/a
http://www.kpcb.com/insights/2013-internet-trendsMorgan Stanley, Comscore, Facebook, Twitter, LinkedIn, Youtube, Wikipedia
Likes…
Every touch point matters
Search…
References…
Reputation…
Reviews…
Engagement…
Service…
Shopping…
Ads…
Customers know everything
employeescompetitorsproducts servicecustomers brand
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-invovlement/
Companies must adapt to the new customer journey
A New Paradigm for Delivering Amazing Experiences
NurtureMatch
Engage
Microsoft Dynamics CRM built to help you meet customer needs
People-first experience designed to bring you closer to your customers
MatchPervasive connections and communications inside and outside the organization
EngagePersonal experiences delivered across every interaction and engagement
Nurture
• In-context social tools connect you to the people and resources you need to be successful
• Business processes make it easy to identify where you are and what you need to do next
• Get CRM on devices that you want to use, at no additional license fee, so you stay connected no matter where you are
Pervasive connections
Personal experience
• Develop relevant insights with real-time account data, news, social activity and connections at your fingertips
• Engage in social conversations within the context of your business, find experts to collaborate on deals, generate referrals and introductions.
Reimagine how you market
• Listen and manage customer interactions across digital, social and traditional channels
• Plan, execute and launch personalized marketing campaigns
• Collaborate across teams within CRM in real-time
243% risk-adjusted ROI over 3 years **
Reimagine how you market
75%average cost reduction *
“We increased our volume of business by more than 150%.”Bill ElliottPresident and CEOAccess MediQuip
*Smead reduces costs by 75 percent by switching from SFDC to Dynamics** The Total Economic Impact of Microsoft Dynamics CRM 2011, Forrester Research
Reimagine how you sell
• Identify social buying signals and engage the right person at the right time
• Build relationships and personalize every consumer interaction
• Deliver the right product at the right time for the prospect no matter where you are
246%increase in user adoption *
50% acceleration of sales conversion cycle **
Reimagine how you sell
“Using Dynamics CRM, we can do more team selling and cross-selling across our business groups to offer customers the best fit of services.”Vicki BurtonDirector of CRMCSX
* Easy-to-use CRM system spurs employee data tracking, improves information accuracy** The Total Economic Impact of Microsoft Dynamics CRM 2011, Forrester Research
Reimagine how you care
• Listen and engage where the customers is
• All in one view of your customer’s needs
• Connect and proactively resolve
95%customer satisfaction rate *
75% reduction in average time for issue resolution *
Reimagine how you care
“We used Microsoft Dynamics CRM to personalize our fan experience. It provides our staff the right tools and knowledge to create memorable guest experiences.”Scott LoftVP of Ticket SalesOklahoma City Thunder - NBA Team
* Microsoft Dynamics CRM helps insurance firm improve sales efficiency and customer care
Customer success
Financial Services Professional Services Manufacturing
Travel & EntertainmentHealth & Life SciencesRetail & HospitalityPublic Sector
Built for customer experience