Slide 1

Improving Sales and Marketing

Productivity with MS Dynamics

CRM

Customer Capital Consulting Pte Ltd

WHAT IS CRM

CRM is a business

strategy designed to

optimise

profitability,

revenue

and

customer satisfaction

- Gartner

TYPICAL BUSINESS CHALLENGES IN MARKETING

• Difficulty in demonstrating marketing ROI

• Lack of real-time insight into campaigns

• Poor data quality in marketing databases

• Difficulty in leveraging external data sources

• Inefficient processes

Comprehensive capabilities for designing, defining and re-using of marketing campaigns and programs

CRM Advantage

• Campaign templates for

easy re-use

• Intuitive tracking of

estimated vs. actual

costs for easy ROI

analysis

• Product catalogs and

price lists allow for offer

customization

Planning and Budgeting Components • Campaign definition • Campaign templates • Product catalogs

PLANNING AND BUDGETING

• Target list • Campaign budget management • Workflow based approvals

DATA AND LIST MANAGEMENT

Seamless management of customer data and lists and the intuitive segmentation of that data

CRM Advantage

• Data cleansing tools

geared for the

business user

• Easy manipulation of

lists and views for better

segmentation

• Workflow for triggers on

external data sources

Data and List Management Components • Data import/export • Data cleansing • Query tools

• Data views • List management • Activity association

CAMPAIGN MANAGEMENT

Easy execution of campaigns and seamless tracking of all related communications, and tasks for increased follow-up and results

CRM Advantage

• Closed-loop campaign

management

• Seamless tracking of

communications between Outlook

and Microsoft Dynamics CRM

• New campaigns just a “Next”

button away

Campaign Management Components • Quick Campaign Wizard • Bulk operation support • Offer management

• Collateral management • Email templates • Outlook integration

RESPONSE AND LEAD MANAGEMENT

End-to-end management of responses via guided wizards and automated conversion and follow-up of those responses

CRM Advantage

• Response conversion one click away

• Seamless connection to lead

management enables appropriate

follow-up

• Powerful rules for response and

lead scoring

Response & Lead Management Components • Response tracking • Multi channel comms support • Workflow (i.e. response scoring)

• Email tracking • Response conversion • Lead management

MARKETING ANALYTICS

Full spectrum of sales analysis capabilities ranging from basic reporting to OLAP/data mining and dashboards

CRM Advantage

• Custom reports just

“Next” button away

• Easy report sharing

and editing

• Collaboration with

SharePoint for audience

specific portals

Marketing Analytics Components • Dashboards • Report Wizard • Standard and Custom reports

• Trending and historical comparisons • Drill-through capabilities

CORE COMPONENTS OF MARKETING

9

include:

• Data Import and Cleansing

• List Management and Segmentation

• Campaign Planning and Execution

• Campaign Response Management

• Workflow across Teams and Groups

• Tight Microsoft Office Integration

• Marketing Reporting and Analytics

Commonly integrated components include:

• Email sending and response handling

• Complex marketing resource management modules

Operational

Analytical

Collaborative

MARKETING SCENARIOS

Intelligent Data

Management

Holistic Lead Management

End-to-End Campaign

Management

Fully Integrated Marketing

Targeted Cross-Selling

and Up-Selling

Tools that empower marketing users to manage and cleanse data across the organization

Seamless tracking and conversion of leads across all parts of the organization

360° campaign management with easy campaign creation, seamless communication management

Strong multi-lingual capabilities, seamless MS Office integration and robust workflow

Insightful analysis for identification of key trends and discovery of hidden opportunities

KEY BENEFITS FOR MARKETING

• Clearly define the optimal marketing mix and pricing

• Drive new lead and revenue opportunities

• Deftly articulate the ROI of marketing programs

• Rapidly launch new products and offers

• Efficiently plan and manage budgets of campaigns

• Enforce consistent branding and messaging

• Achieve real-time visibility into campaign success

• Effectively mange vendor and partner relationships

• Seamlessly track customer comms. and interactions

VP of Marketing

Marketing Manager

Marketing Staff

KEY BENEFITS FOR IT

• Achieve rapid time to value

• Realize low total cost of ownership (TCO)

• Leverage consistent IT architecture & standards

• Adapt to the company as it evolves and changes

• Easily integrate existing applications and data

• Extend the power of the Microsoft Dynamics CRM

• Adapt to the ever-changing business requirements

• Track key KPIs and cross-team workflows

• Improve relevancy via point & click customization

Chief Information Officer

IT Project Team

Business Analyst

TYPICAL BUSINESS CHALLENGES IN SALES

• Poor adoption by sales staff

• Lack of consistent execution in sales process

• Poor productivity (limited time for actual selling)

• Unreliable prospect/customer information

• Limited collaboration with other groups

CUSTOMER, CONTACTS AND LEADS MANAGEMENT

From capture to tracking to evaluation to qualification to conversion and automatic distribution.

CRM Advantage

• Automatic association of

incoming emails to leads

• Effortless conversion of

leads/responses to

opportunities

• Seamlessly integrated

with marketing

capabilities

• Qualification and

Scoring

• Routing and

Assignment

• Conversion

Lead Management

capture and import

• Monitoring of leads

• Prospecting

OPPORTUNITY AND QUOTE MANAGEMENT

End-to-end management of opportunities with seamless integration to MS Office and strong workflow helps sales reps. close the deal

CRM Advantage

• Seamless tracking of all

associated

communications

• Robust workflow for

repeatable best

practices

• Comprehensive

Quote/Invoice/Order

functionality

• Products and pricing

• Workflow and rules

• Quote to Order

Lead Management Components • Deal tracking

• Competitive intelligence

• Task management

Complete set of features/tools for sales planning, territory management and resource allocation

CRM Advantage

• Resource Center ideal

for sharing best

practices

• Robust role and group-

based permission

management

• Strong global

capabilities for team

selling

• Quota capabilities • Task assignment and routing • Resource Manager

Lead Management Components • Territory definition • Territory association • Groups and permissions

TERRITORY MANAGEMENT AND PLANNING

SALES ANALYTICS

Full spectrum of sales analysis capabilities ranging from basic reporting to data mining and dashboards

CRM Advantage

• Broad capabilities like

dashboards

• New reports just “Next”

button away

• Easy report sharing and

editing

• Trending and historical

analysis

• data mining

Lead Management Components • Forecast and pipeline reports

• Other sales reports

• Report Wizard

IMPROVED SALES PRODUCTIVITY

360° View of the Customer

Repeatable Sales Process

Consistent Online/ Offline

Experience

Effortless Forecast and

Pipeline Analysis

Maximizing Customer

Value

Enables rapid and relevant response and tailored sales activities

Drives greater efficiencies, lower cost of sale and better team selling

Increases consistency, productivity and provides more time to sell

Delivers better forecast information and financial planning

Enables effective proactive cross-selling and up-selling

KEY BENEFITS FOR SALES

• Reach customer satisfaction goals

• Drive new revenue opportunities

• Achieve true business insight and visibility

• Manage key sales KPIs

• Increase sales staff empowerment and morale

• Enforce a consistent sales process

• Improve personal productivity

• Achieve holistic view of customer needs

• Seamlessly track customer comms. and interactions

VP of Sales

Sales Manager

Sales Rep

KEY BENEFITS FOR IT

• Achieve rapid time to value

• Realize low total cost of ownership (TCO)

• Leverage consistent IT architecture & standards

• Adapt to the company as it evolves and changes

• Easily integrate existing applications and data

• Extend the power of the Microsoft Dynamics CRM

• Adapt to the ever-changing business requirements

• Track key KPIs and cross-team workflows

• Improve relevancy via point & click customization

Chief Information Officer

IT Team Lead

Business Analyst

CORE COMPONENTS OF SALES

25

include:

• Lead and Opportunity Management

• Account and Contact Management

• Territory Management

• Products, Pricing and Quotes

• Forecasting and Sales Analytics

Key Benefit Areas

• Workflow across Teams and Groups

• Tight Microsoft Office Integration

• Offline and Mobile Device Access

Commonly integrated components include:

• Sales Methodology Solutions

• Product Configurators

Operational

Analytical

Collaborative

LONG TERM CRM SUCCESS

“To get better CRM projects, the

company must view CRM as more than

just an IT project or a business project.

Instead, business users and IT users

must work together to implement a

strategy.“

Gartner Group September 2007

“SaaS continues to grow in importance. As recently as 2009, in markets like

CRM, SaaS accounted for 20% of enterprise application spend.” – Gartner, Inc., Public Cloud Infrastructure Helps SaaS Vendor Economics,” June 4, 2010.

NEW

ECONOMICS

Pay for what you use

Lower and predictable costs

Shift from capex and opex

Accelerate speed to value

REDUCED

MANAGEMENT

No patching, maintenance

Faster deployment

Robust multi-layered security

Reliability and fault-tolerance

INCREASED

PRODUCTIVITY

Latest software for users

Internet collaboration

Anywhere access

Instant self-provisioning

Amplifying Productivity with the Cloud

“SaaS growth will significantly outpace traditional software product delivery.” – IDC, Robert P. Mahowald, Worldwide Software as a Service 2010-2014 Forecast: Software Will

Never Be the Same,” June, 2010.

• More than 1,000,000 users in over 80 countries

• Over 20,000 customers from small businesses to large enterprises

• Global network of software & services partners

• Full CRM suite of marketing, sales, & service

• Native Office experience for rapid adoption

• Multi-language with more than 40 languages

• Advanced SOA / Web services architecture

• Powerful platform for rapid application development (xRM)

MICROSOFT DYNAMICS CRM AT A GLANCE

Fast. Flexible. Affordable.

MICROSOFT CRM IS A GLOBAL CRM SOLUTION LEADER AND IS WIDELY

ADOPTED (MID SIZED COMPANIES)

MICROSOFT CRM IS A GLOBAL CRM SOLUTION LEADER AND IS WIDELY

ADOPTED (LARGE ORGANISATIONS)

HOW CAN YOU START USING MICROSOFT CRM ONLINE

1. Decide the scope of CRM (sales, marketing, and /or service

etc) relevant for your organisation

2. Engage Microsoft CRM partner to set up and configure

CRM online for your organisation and users

3. CRM online is ready to use (in as short as 2 weeks)