Transcript What in the World is Microsoft Dynamics CRM?

What in the World is
Microsoft Dynamics CRM?
Carl Hentsch
Strategic Business Consultant
NetStandard
GPUG® Summit 2011
November 8-11
Caesars Palace – Las Vegas, NV
What in the World is Microsoft CRM
What is CRM
What are the Benefits of CRM Software
What is Microsoft Dynamics CRM
Top Features from Microsoft CRM
How does it work with Dynamics GP
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GPUG Summit 2011– Las Vegas
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What is CRM
"If growth is what
you're after, you won't
learn much from
complex
measurements of
customer satisfaction
or retention. You
simply need to know
what your customers
tell their friends about
you."
-- Frederick F.
Reichheld
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What is CRM
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What is CRM
Identify
Understand
Better Provide For
Build a Relationship
Customers
Improve Satisfaction
Maximize Profits
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What is CRM
If you don’t
better
provide for
and satisfy
your
customers,
someone
else will.
= CHURN
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What is CRM
Without a
doubt,
customer
loyalty is a
key driver
of
profitability.
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What is CRM
• CRM isn't CRM unless it affects the customer's experience
• CRM is a strategy, not a project
• CRM should improve ROI
• Technology is a means, not an end
• You want a 360-degree of your customer
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Benefits of CRM Software
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Benefits of CRM Software
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Benefits of CRM Software
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Benefits of CRM Software
Customer Service
Higher
Productivity
Business
Agility
Project
Successes
Offering better
Helping sales
Cross selling
Providing
customer
staff close deals
products more
services and
service while
faster.
effectively.
products that
retaining
are exactly
existing
what your
customers and
customers
discovering new
want.
ones.
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Financial Benefits of CRM
Lower Cost
of Acquisition
Increase
Customer
Lifetime
Value
Lower
Churn
Automation
Reduces
Staffing
Requirement
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Signs You Need CRM
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What is Microsoft Dynamics CRM
“If you know how to use any of Microsoft’s desktop
tools, you know how to use Microsoft’s [Dynamics]
CRM product.”
- AMR Research, November 2007
““Buyers also like Microsoft Dynamics CRM’s
usability and its quick time-to-value
compared with traditional CRM applications.”
- Forrester Research, February 2007
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What is Microsoft Dynamics CRM
Microsoft Advantage
• Achieve high user adoption
• Improve productivity by
consolidating customer
information
• Reduce training and transition
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Microsoft CRM
leads the pack
in Forrester’s
2010 list
of strong and
market leading
CRM products
for mid-size
organizations.
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Top Features From
Microsoft CRM
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What is Microsoft Dynamics CRM
GPUG Summit 2011– Las Vegas
www.gpug.com
GPUG Summit 2011– Las Vegas
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GPUG Summit 2011– Las Vegas
www.gpug.com
GPUG Summit 2011– Las Vegas
www.gpug.com
GPUG Summit 2011– Las Vegas
www.gpug.com
GPUG Summit 2011– Las Vegas
www.gpug.com
GPUG Summit 2011– Las Vegas
www.gpug.com
GPUG Summit 2011– Las Vegas
www.gpug.com
GPUG Summit 2011– Las Vegas
www.gpug.com
GPUG Summit 2011– Las Vegas
www.gpug.com
GPUG Summit 2011– Las Vegas
www.gpug.com
GPUG Summit 2011– Las Vegas
www.gpug.com
GPUG Summit 2011– Las Vegas
www.gpug.com
How Microsoft CRM works
with Dynamics GP
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Microsoft Dynamics GP and
CRM Data Built In
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The following charts and metrics have been created:
* Total Estimated Sales
* Total Projected Sales
* Total Projected Sales Detail
* Total Realized Sales
* Total Realized Sales Detail
* Top Open Opportunities Revenue by Customer
* Top Open Opportunities Revenue by Customer Detail
* Top Credit Shortages for Open Opportunities by Customer
* Top Credit Shortages for Open Opportunities by Customer Detail
* Top Inventory Shortages for Open Opportunities by Item
* Top Inventory Shortages for Open Opportunities by Item Detail
* Top CRM Case Count by Customer
* Top CRM Case Count by Customer Detail
GPUG Summit 2011– Las Vegas
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GPUG Summit 2011– Las Vegas
www.gpug.com
Carl Hentsch
[email protected]
Business Consultant
NetStandard Inc
GPUG® Summit 2011
November 8-11
Caesars Palace – Las Vegas, NV