Microsoft Dynamics CRM Donor Management enable not-for-profit professionals to access constituent information through a full suite of marketing, sales and customer service capabilities with a familiar Microsoft Office Outlook experience. Using CRM can help you care for your members by: • Creating efficiency between departments and staff • Supporting key volunteer leaders • Tracking and obtaining member information easily • Reducing IT risks, development time and total cost of ownership • Improving productivity and business agility

1. Donor Management with
Microsoft Dynamics CRM

2. Agenda
 BKDT Introduction
 Overview of Microsoft Dynamics CRM 2011
 Product Demonstration
 Final Thoughts
 Question & Answer

3. Introduction - BKD Technologies
 Division of BKD, LLP
 National recognized – Presidents Club and Inner Circle Partner
(Top Award)
 Microsoft Gold Certified with 40 professionals available and over
200 Dynamics GP and CRM clients
 Provide accounting software (Dynamics GP & AX), customer
relationship management software (Dynamics CRM)

4. INTRODUCING –
MICROSOFT DYNAMICS CRM 2011

5. Donors Drive Organization Success
Effectively managing the constituent relationship is
critical to every organization’s sustainability and
growth.

6. Now You Can Get CRM That…
Fits Your People
The right user experience for every user role
Fits Your Organization
Configures quickly to meet your specific needs
Fits Your Environment
Deploys quickly and integrates existing assets

7. Microsoft’s Vision for CRM
Works the way you do
Helps deliver an easier and more natural user
experience
Works the way your organization does
Helps deliver highly configurable workflow and
analytics
Works the way technology should
Helps deliver a flexible platform that simplifies
integration

8. Microsoft Dynamics CRM at a Glance
• Over 11,000 customers • Full CRM suite of marketing,
from small to enterprise sales and service
• Over 500,000 users in more • Native Office experience for
than 80 countries rapid adoption
• Global network of software • Multi-language with more
and services partners than 25 languages
• Fast, flexible and affordable • Advanced SOA / Web
services architecture

9. Microsoft Dynamics CRM: Global Customer Base
Small Businesses Mid-size Companies Large Enterprises

10. Driving Global Customer Success
Nortel relies on the enterprise scalability and performance of
Microsoft Dynamics CRM for a global deployment of 3,000+ users.
ING configured Microsoft Dynamics CRM to deliver a more
productive global system for purchasing and vendor management.
MCF deployed Microsoft Dynamics CRM to reduce service
call times by 80% per call and order entry time by 90%.
Mitsubishi Caterpillar
Equinox uses Microsoft Dynamics CRM to drive its sales processes,
with staff productivity up 8% and manager productivity up 5%.
Cold Stone Creamery runs their membership club on Microsoft
Dynamics CRM, saving millions of dollars over three years.

11. Not-for-Profits Customer Success
Goodwill Industries of Central Iowa deployed Dynamics CRM and
increased caseload capacity by 20% and job placements by more
than 38% without adding staff
Unicef chose Microsoft Dynamics CRM to help track their donor
base, marketing activities and customer service.
The National Middle School Association used Dynamics CRM to
Help empower team members and markets more effectively.
Lifeworks is a growing charity used Dynamics CRM to help
expand services, reduce costs with an integrated CRM and ERP
solution.

12. Microsoft Dynamics CRM Suite
Full CRM suite
capabilities and
application flexibility
 Interactions
 Marketing
 Sales
 Service
 xRM
 Business Process
 SOA
 Flexible Deployment

13. Microsoft Dynamics CRM Sales Solution
Sales Capabilities
 Full feature set
 Sales Workflow
 Designed for
 Users
 Managers
 Executives

14. Fast, Productive Donor Management
 Familiar interface
drives user adoption and
increased productivity
 Workflow-driven
sales processes
ensure consistency
and efficiency
 Full spectrum of donor
intelligence capabilities
provides insight and
accurate forecasts

15. Drive Fast and Productive Sales
A prospect requests A lead is created with
more information the appropriate
via the web. sales workflow.
The lead is passed to the The lead is automatically
right sales person to routed to inside sales
close the opportunity. to qualify and assign.

16. Improved Sales Productivity
Consistent Effortless
Maximizing
360° View of Repeatable Online/ Forecast and
Member
Members Processes Offline Pipeline
Value
Experience Analysis
Enables rapid Drives greater Increases Delivers Enables
and relevant efficiencies, consistency, better effective
response and lowers cost of productivity forecast proactive
tailored donation and and provides information customer
membership campaign more time to and financial service and
management management focus on planning relationship
activities mission management

17. Microsoft Dynamics CRM Marketing
Solution
Marketing Capabilities
 Full feature set
 Marketing Workflow
 Designed for
 Users
 Managers
 Executives

18. Fast, Effective Marketing Management
 Intuitive segmentation
tools drive superior
target selection
 Workflow-driven
processes increase
reach and relevancy
 Seamless tracking
of cross-channel
communications
saves time and money

19. Drive Fast and Effective Marketing
Campaign responses
are captured;
ROI is tracked
A new campaign is and reported continuously
budgeted, approved,
targeted and executed
across multiple channels

20. Impactful Marketing Scenarios
Intelligent End-to-End Fully Targeted
Holistic Lead
Data Campaign Integrated Cross-Selling
Management
Management Management Marketing and Up-Selling
Tools that Seamless 360° campaign Strong Insightful
empower tracking and management multi-lingual analysis for
marketing conversion of with easy capabilities, identification
users to leads across campaign seamless MS of key trends
manage and all parts creation, Office and discovery
cleanse data of the seamless integration and of hidden
across the organization communication robust opportunities
organization management workflow

21. Microsoft Dynamics CRM Customer Service
Solution
Service Capabilities
 Full feature set
 Service Workflow
 Designed for
 Users
 Managers
 Executives

22. Fast, Consistent Customer Service
 Comprehensive
customization and core
platform capabilities
ensures business agility
 Advanced workflow
ensures consistency or
service experience
 Complete range of
service analytics from
basic reporting to
sophisticated OLAP and
predictive modeling

23. Drive Fast and Consistent Service
The member is The service case is created
automatically with an appropriate
routed to the service workflow.
best available agent.
Service requests come
in via phone, web,
or other channels.
The knowledge base
is searched and solutions are
suggested.

24. Microsoft Dynamics CRM in the Contact Center
Interaction Channels
360 View Reporting &
Composite UI Analytics
Phone
CC Apps
Agents Managers
Supervisors Executives
Wireless
PSTN CTI
VPN
and
Internet
Web Self-Service
Email
Chat PBX/ACD
Branches IVR ERP LOB Apps Legacy Apps
Retail Stores & Dealers
Government Offices

25. Microsoft Dynamics CRM Business Architecture

26. The Power of Choice for Software + Service
 Choose how you USE IT - Outlook, browser, mobile
 Choose how you GET IT - Software or service
 Choose how you BUY IT - Own it or rent it
 CHANGE it any time as your business
needs change

27. Why Choose 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

28. Microsoft Dynamics CRM Licensing
 Microsoft Dynamics CRM On-premise (purchase)
• Server and Workgroup Editions
 Microsoft Dynamics CRM Online
• Subscription Online Model
 Microsoft Dynamics CRM Hosted
• Partner Hosted Model Purchased off the SPLA

29. BKD Consulting Services
 Assessment
 Proof of Concept
 Quick Start
 Tailored Implementation Services
All projects follow the BKD OnTrack methodology focused on ensuring client implementation
success while reducing the risk.

30. Contact Information
Jeffrey Paulette
BKD Technologies
jpaulette@bkd.com
417.865.8701