Microsoft Business Solutions Customer Relationship Management

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Microsoft Business SolutionsCustomer
Relationship Management

• A presentation to MerIT group
• June 16th 2004
• Peter Clements - CRMbase

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Agenda

• Our event plans to explains the benefits and
  potential drawbacks of CRM and the features of
  Microsoft CRM product.
• An overview of CRM technology
• Microsoft CRM
• they key benefits for SMEs
• the key components
• automated lead gathering
• sales force automation
• automating customer service
• management reporting

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CRM what is it

• Customer Relationship Management) is an
  information industry term for methodologies,
  software, and usually Internet capabilities that
  help an enterprise manage customer relationships
  in an organized way.
• CRM is a discipline that encompasses
  identifying, attracting and. retaining the most
  valuable customer to sustain profitable growth.

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The customer relationship

• Target
• Find
• Understand
• Attract
• Qualify
• Close
• Learn from
• Develop

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What does CRM provide?

• A single location for holding customer
  information
• Structure activities around the customer
• Provide a better framework for sales processes
• Provide a better framework for customer service
  processes
• A mechanism for better management of marketing
  activities

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Key areas of functionality
Marketing Automation
Management reporting
Sales Force Automation
Customers
Customer Service
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Does it work?
Insight Technology Group found from research that
the most successful CRM implementations
achieved revenue increases of 42 cost of
sales decreased by 35 length of sales reduced
by 25 margins were improved by 2 customer
satisfaction up by 20
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Why does it work?

• Sales teams are better organised around customers
  priorities
• Customer data is more accurate
• Different functions have common view of customer
• Leads are better managed
• Pricing of product and services are managed better

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Economics of customer retention
Winning back a lost customer can cost up to
50-100 times as much as keeping a current one
satisfied. Rob Yanker, Partner, McKinsey
Company
Understanding your customer is key to
retention..
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So, what is Microsoft CRM

• Stack of industry leading technologies
• Built around a core set of customer data
• Offering scale, flexibility and integration
• Accessed through standard interfaces
• Offering sales force automation, customer service
  functionality, marketing features and management
  reporting

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An objective view
Organizations can use Microsoft Customer
Relationship Management (Microsoft CRM) to
improve the performance of Sales and Customer
Service Teams and to simplify the management of
those teams. Because of its relatively low costs
and its integration with Microsoft Outlook,
Microsoft CRM will appeal to most mid-market
businesses that hope to deploy an inexpensive,
user-friendly solution
Nucleus Research, Inc
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Microsoft CRM 1.2 packaging
Microsoft Business Solutions CRM
Suite
Professional
Microsoft Business Solutions CRM
Microsoft Business Solutions CRM
Customer Service
Sales
Microsoft Business Solutions CRM
Standard
Suite
Microsoft Business Solutions CRM
Microsoft Business Solutions CRM
Sales
Customer Service
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Pricing

• Per named user from 300
• Server module from 1,000
• Varies by
• Edition standard or professional
• Purchase size 5, 10, 25, 50
• Purchased on-line or through partner

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Microsoft CRM Logical Architecture
Outlook Client
Browser Client
Outlook 2000 or XP Win2k or WinXP
IE 6.0 client on Win 98, WinME, Win2k or WinXP
Presentation Layer (XML/XSL)
Business Logic
ASP.NET IIS .NET Framework Win2k/XP
Dispatch Layer
Object Model
Workflow
Meta Data Entity Mapping Layer
Database MSDE
Metabase MSDE
Offline Queue
Secure SOAP API Shims
ATL Server Win2k /Win XP Active Directory
Object Model
Workflow
Crystal Reports (Enterprise)
Meta Data Entity Mapping Layer
Meta Data Query Processor
SQL Server Replication
Database SQL Server 2000
Metabase SQL Server 2000
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Microsoft CRM and .NETDesigned for Integration
and Enhancement
Microsoft Outlook
Microsoft IE
SharePoint Portals
Web Services
Great Plains Navision Axapta Solomon
Embedded BizTalk Server
BusinessIntelligence
3rd Party Applications
Sales (includes Marketing)
Customer Service
Core CRM Server
SQL Server
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Key features

• Intuitive
• Links well with standard desktop applications
• Web service
• Easy to customise
• Integrates with SQL and Exchange
• Scales down to one server

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Demonstration

• The Internet Explorer interface easy to
  navigate
• The Outlook Explorer interface mobile access to
  customer data
• SFA features and benefits
• CS features and benefits
• Marketing automation and benefits
• Management reporting

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Internet Explorer client
Easy access to activities
Related information on side tabs
Company announcements
Key modules one click from home page
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Sales Force Automation

• Microsoft CRM Sales Standard
• Lead management
• Opportunity management
• Correspondence / mail merge
• Account contact management
• Notes attachments
• Activity task management
• Search
• Direct email
• Territory Management
• User business management
• Calendar
• Set of reports
• Customization tools utilities

• Microsoft CRM Sales Professional all standard
  features plus
• Lead Routing
• Workflow
• Sales process management
• Product catalog
• Quotes, orders, invoices
• Quotas
• Sales literature
• Competitor tracking
• ERM Integration

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Sales process

• Lead generated
• Qualified into account or contact
• Opportunity identified
• Qualified through quote
• Order placed
• Invoice record placed

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Customer Services automation

• Microsoft CRM Customer Service Professional
• Workflow
• Email management
• Product catalog
• Routing
• Contract management
• PLUS ALL STANDARD FEATURES

• Microsoft CRM Customer Service Standard
• Case management
• Service request
• Knowledgebase management
• Direct Email
• Search
• Queuing
• Account contact management
• Activity task management
• Calendar
• Notes Attachments
• User Business management
• Set of reports
• Customization tools utilities

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The challenges

• Focussing on objectives
• Managing the change
• Implementing a customer centric strategy
• Integrating other customer functions
• Migrating existing data
• Re-training customer facing staff

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About us

• CRMbase is an independent technology consulting
  company with a high level of knowledge and skills
  in Microsoft CRM technology. We can help you
  evaluate, pilot and implement Microsoft CRM. We
  are cost effective and focus on meeting your
  objectives.
• www.crmbase.co.uk
• info_at_crmbase.co.uk
• 01457 874864 or 0778 783 7593