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Your Journey to the Cloud: Exploring Dynamics 365
Dynamics 365 Enterprisefor Sales & Marketing [& More…]
John Odell
CRM & SharePoint Solution Specialist
A very brief history…
2003: Microsoft Dynamics CRM v1 Released
m-hance Gold CRM Partner
2007: CRM v4 becomes market leader
2013: Microsoft begin to deliver ‘cloud-first’ strategy
2016: Microsoft re-brand CRM as Dynamics 365 Enterprise
2017: Everyone still calling it Dynamics CRM…
What is CRM?
Business Strategy Customer needs at the centre of your business / organisation
…vs. process-centric or ‘silo’d’ approach
TechnologyTools for delivering your CRM Business Strategy
Manage any (& all?) relationships, communications & information
Enable process improvement, automation & standardisation
Single Customer View
Your customer data…?
Events
Social Media
ERPCustomer Service
Logistics
Email Marketing
SharePoint
Sales Ledger
Projects
Legacy
Complaints
Website
BI
LOB
Dynamics 365 CRM
Integration
Single Customer View
Aggregate
Analyse
Action
ERPOther Data
Digital Marketing
Office 365
Web Portal
Social Media
Sales
• Empower Sales People• Single Customer View
• Sales Process
• Mobile Working
• Analysis & Insight
• Improve Management• Reporting & Decision Making
• Oversight
• Efficiency
• Joined-up Business Process
Marketing
& GDPR
•Have a more effective conversation with each customer
• Integrated Digital Marketing• Email & Web-tracking > closed loop
• Automated nurturing
• Integrated Social Media
• Events
• Campaign Management & ROI
•Manage Compliance
Nurture&
Automate
Single Customer
View
GDPR
• EU legislation effective May 2018
• Strict on consent, retention & security
• Breach notification obligation• Report to ICO within 72 hours
• Penalties: 2% of revenue or €10M• TalkTalk breach 2015 = £400K becomes £59M
Start Panicking Planning Today
Identify what personal data you have and where it
resides
Manage how personal data is
used and accessed
[+ start gathering opt-ins]
Establish security controls to prevent,
detect, and respond to vulnerabilities & data
breaches
Action data requests and keep
required documentation
Analyze data and systems, stay compliant and
reduce risk
1 2 3 4 5
Discover Control Protect Report Review
And More…
• Customer Service
• Self-Service Web Portal
• Social Engagement
• Project Service Automation
• Field Service
• Customer Surveys
• Mobile Working
• Outlook integration
• Office 365 integration
• SharePoint integration
• Power BI
• UK data centres• ISO: 27001; 27017;
ISO27018; ISO22301
• Six-monthly Updates
• Massive investment & Roadmap
Summary
Take a ‘customer-centric’ view of your business
Understand your customer data & its value
Aggregate your data into a Single Customer View
Apply best practice; streamline processes; joined-up thinking
Comply with legal obligations
Drive up profitability
Questions?
Or…
Come & have a chat over lunch
Arrange a follow-up via your Account Manager
Thank You
John Odell
CRM & SharePoint Solution Specialist
07980 923 330
uk.linkedin.com/in/odelljohn