The document discusses customer relationship management (CRM) software. It provides information on: - Microsoft Dynamics CRM including its history starting in 2003, features for organizing customers and prospects, automating workflows, and synchronizing across teams. - Requirements including only working for Windows and having higher initial costs than other CRMs. It also notes some limitations like no power dialing or call recording. - How the American Red Cross uses CRM software to help drive more efficient processes and provide greater financial insights to support its mission of disaster relief and emergency services.

1. 0**-**** Ring Ring Ring

2. Please wait as a customer service rep takes your call.

3. …

4. After five minutes…

6. Thank you for waiting. How may I help you? I’d like to inquire about…

7. Please hold.

8. After another five minutes…

10. Thank you for waiting. The problem’s

11. BEEP! BEEP! BEEP! BEEP!

12. Customer Relationship Management ?

13. Relationship Customer Manage ment

14. Client Server Customer Relationship Management?

15. Versions:o Started 2003 - Microsoft CRM 1.0 BETA o Stable release 2008 - Multi-lingual- Server-client application Microsoft Dynamics CRM

17. Share contact info

19. Generate real-time sales quotes and marketing campaigns

21. Set up territories and teams for optimal efficiency

23. If one is to subscribe to it, the initial cost is higher compared to Goldmine and Sugar CRM.

26. Basic Functions

28. American Red Cross

30. Helps drive more efficient processes and provide greater insight into the organization’s financial situation

31. The American Red Cross provides disaster relief and emergency services for thousands of people every year. “We rely on the goodwill of the American people for our funding, so as national and regional economic difficulties impact individuals and businesses, that in turn affects us” Bob Dills, CFO at the American Red Cross of Greater Cleveland

32. Benefits:

33. 2000, 2003, 2008 OS SOFTWARE 6, 7or8 Browser 2003, 2007 Office

34. Integrating Applications Client Browsers CRM Server LAN / WAN SQL Server Internet Active Directory Domain Controller ISA Server Terminal Services Reporting Services Analysis Services Enterprise Portal

36. THANK YOU!!