Introduction and tips about Microsoft Dynamics CRM

www.orbitone.comWhat do you want to know about Microsoft Dynamics CRM? by Viktor Bardadym

Raas van Gaverestraat 83B-9000 GENT, Belgium E-mail info@orbitone.com Website www.orbitone.com

Tel. +32 9 265 74 20Fax +32 9 265 74 10VAT BE 456.457.353Bank 442-7059001-50 (KBC)

10 September 2009

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Goals

To get the first brief survey about Microsoft Dynamics CRMTo learn how our customers use CRMTo see how CRM is working with other softwareTo define topics for future detailed ShareCafé sessions

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Agenda

What is CRM?CRM DefinitionsCRM Web Client vs. Outlook ClientProductivity tipsBusiness ProcessesTrack information in CRMWhat do you want to know more about CRM?

CRM is used forContact managementSalesMarketingServices

CRM is not used forMaterial planning / InventoryAccounting…

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

What is CRM?

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

CRM software solutions

Department (flexible, quick to implement)Salesforce.comMicrosoft Dynamics CRM

Enterprise (large, bulky solutions)Oracle Siebel CRMSAP

Small/limitedACT! GoldmineMaximizerSugar CRM (open-source)

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Why Microsoft Dynamics CRM?

Reputable brand Integration with Office

Outlook – client, mobile devices•Contacts•E-mails•Appointments•Tasks (CRM tasks, letters, faxes, phone calls)

Word – mail mergeExcel - export

Web clientRich opportunities for customisation and administration in GUISegregation of duties

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Definitions

Lead (Suspect)No explicit interest shownComing from external source, event participant, registered on website , etc

Account (Prospect)Explicit interest shownConverted from Lead Lead

Account (other)Organisations with which you make business

•Clients•Partners•Suppliers…

ContactPersonRelated with an account or independent (B2C)

OpportunityPossible sale of goods or services

ActivitiesVarious communication activities with other entities

•Phone calls, E-mails, Appointments, Tasks, etc

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Orbit One CRM customers

Existing Intermixt Education International IAB EU Issue Tracker Yamagata Europe MicroComputing

Coming Recytyre EVA EWEA …

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Integration between CRM and SharePoint

Central data source of contact lists Synchronisation of SharePoint lists with CRM groups (Intermixt) Data queries from SharePoint pages to the CRM (IAB)

Management of access and permissions

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Integration between CRM and custom apps

Membership dues (Education International)Online stage diary (IAB)Updates of the data about federal and local governments from

an external database (Intermixt / Pinakes)…

CRM productivity tips

What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym10 September 2009

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Finding records Select various views

Type search string

Use index for quick browsing

Click column name to sort and

to use index

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Advanced Find

Example: Find activities with keyword of a specific Account

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Inherit information

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

CRM Outlook Client

Download MS CRM Office Client x86

Installeer Rollup 6 for MS CRM Outlook

Configure IE 8.0 security zoneConfigure with correct

organisationConfigure synchronisation

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Outlook Client CRM folders

Supported business processes

What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym10 September 2009

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Business processes - Sales

Track information in CRMLead / Opportunity managementCreating quotesUpdating quotes (revisions)Converting quotes to ordersTrack correspondence related to quotesCreating ordersCreating invoices

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Business processes - Marketing

Create marketing lists (= selections)Send out bulk emails related to campaignWord mail mergeTrack campaign responsesUse of sales literature

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Business processes - Services

Management of resourcesManagement of service contractsService calendarManagement of casesKnowledge base

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Advanced functionality

WorkflowsBulk processing

• Merge of duplicate records• Duplicate detection• Reassign ownership of records• Import

Analysis and reporting

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Sales workflow

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Creation of Leads

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Track in CRM from Outlook Client

Tip: Always relate communication to most specific entity

Outlook Client demo

What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym10 September 2009

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Track e-mails in CRM

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Create new contacts

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Create activities from Outlook

Also other types of records

10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Make an appointment for a colleague

Always from webclient, not possible from OutlookSet the correct Organizer:

What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym10 September 2009

Q&ATopics for future knowledge sharing sessions

Want to know more?

www.orbitone.com

What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym10 September 2009