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Microsoft Dynamics CRM 4.0 Sales Force Automation

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Using Microsoft Dynamics CRM 4.0 for Sales Force Automation
CRM = Customer Relationship Management
Microsoft CRM 4.0 continues to be one of the leading application platforms to take daily business/sales process to the next several levels!
Sales is thoroughly simple and professional. They knew what was what in sales when this was a twinkle in Bill's eye!
It is the best of the breed on steroids, and really can be modified quickly and easily for those so inclined, to really make it work the way you and your business do. It has a full complement of functions for you to use, as a whole system, or picking and choosing. But for the sales function, this is a superb piece of work. Take a look. It really is a cool product.

Veröffentlicht in: Business, Technologie

Microsoft Dynamics CRM 4.0 Sales Force Automation

  1. 1. SALES Overview Ralph R. Zerbonia President Universe Central Corporation
  2. 2. Sales Tools Drive Company Value “ Firms enjoying Best-in-Class (BIC) performance enable several key process, performance and organizational capabilities, including a structured approach to competitive, market and sales intelligence (91%), creating a central repository of account, contact, and opportunity information (96%) and utilizing formal and documented sales processes (95%).” Aberdeen Research “ Companies that use lead management automation tools to connect sales and marketing will see an increase in conversion rates by 50% . ” Gartner Group
  3. 3. Typical Business Challenges in Sales <ul><li>Poor adoption by sales staff </li></ul><ul><li>Lack of consistent execution in sales process </li></ul><ul><li>Poor productivity (limited time for actual selling) </li></ul><ul><li>Unreliable prospect/customer information </li></ul><ul><li>Limited collaboration with other groups </li></ul>
  4. 4. Industry Views According to Gartner Research, sales people spend only 45% of their time selling . The other 55% is spent on meetings, administrative tasks, account service,training, travel, research and intra-company communications.” Gartner Group “ Leading firms embrace mobile CRM to improve productivity, increase system adoption and enhance the customer experience. Mobile CRM is now a must-do for many fields sales organizations.” Liz Herbert - Forrester Research “ When we asked sales executives to rate their performance, we found that 60% sought improvement in forecasting, 50% wanted to improve their ability to adapt their sales process to marketplace change, and 49% rated their ability to identify and share best practices across the sales force as ‘subpar’.” CSO Insights
  5. 5. Change the Game in Sales Improve the other 80% of sales staff Convert every sales interaction into a sales opportunity Break down physical boundaries, eliminate down time
  6. 6. SOLUTION
  7. 7. Microsoft Dynamics CRM Sales Solution <ul><li>Sales Capabilities </li></ul><ul><li>Full feature set </li></ul><ul><li>Sales Workflow </li></ul><ul><li>Designed for </li></ul><ul><ul><li>Users </li></ul></ul><ul><ul><li>Managers </li></ul></ul><ul><ul><li>Executives </li></ul></ul>
  8. 8. Territory Management and Planning Complete set of features/tools for sales planning, territory management and resource allocation <ul><li>Microsoft Advantage </li></ul><ul><li>Resource Center ideal for sharing best practices </li></ul><ul><li>Robust role and group-based permission management </li></ul><ul><li>Strong global capabilities for team selling </li></ul><ul><li>Quota capabilities </li></ul><ul><li>Task assignment and routing </li></ul><ul><li>Resource Manager </li></ul><ul><li>Lead Management Components </li></ul><ul><li>Territory definition </li></ul><ul><li>Territory association </li></ul><ul><li>Groups and permissions </li></ul>
  9. 9. Lead Management From capture to tracking to evaluation to qualification to conversion and automatic distribution. <ul><li>Microsoft Advantage </li></ul><ul><li>Automatic association of incoming emails to leads </li></ul><ul><li>Effortless conversion of leads/responses to opportunities </li></ul><ul><li>Seamlessly integrated with marketing capabilities </li></ul><ul><li>Qualification and Scoring </li></ul><ul><li>Routing and Assignment </li></ul><ul><li>Conversion </li></ul><ul><li>Lead Management Components </li></ul><ul><li>Lead capture and import </li></ul><ul><li>Monitoring of leads </li></ul><ul><li>Prospecting </li></ul>
  10. 10. Opportunity Management End-to-end management of opportunities with seamless integration to MS Office and strong workflow helps sales reps. close the deal <ul><li>Microsoft Advantage </li></ul><ul><li>Seamless tracking of all associated communications </li></ul><ul><li>Robust workflow for repeatable best practices </li></ul><ul><li>Comprehensive Quote/Invoice/Order functionality </li></ul><ul><li>Products and pricing </li></ul><ul><li>Workflow and rules </li></ul><ul><li>Quote to Order </li></ul><ul><li>Lead Management Components </li></ul><ul><li>Deal tracking </li></ul><ul><li>Competitive intelligence </li></ul><ul><li>Task management </li></ul>
  11. 11. Account Management A focused and coordinated approach to the management of existing customers and the additional revenue opportunities they afford <ul><li>Microsoft Advantage </li></ul><ul><li>Complete view of all products and interactions </li></ul><ul><li>Easy access to contracts and renewal dates </li></ul><ul><li>Complex relationship mapping and tracking </li></ul><ul><li>Activity management </li></ul><ul><li>Query and Search </li></ul><ul><li>Contract management </li></ul><ul><li>Lead Management Components </li></ul><ul><li>Data quality controls </li></ul><ul><li>Contact management </li></ul><ul><li>Relationship tracking </li></ul>
  12. 12. Sales Analytics Full spectrum of sales analysis capabilities ranging from basic reporting to OLAP/data mining and dashboards <ul><li>Microsoft Advantage </li></ul><ul><li>Broad capabilities from dashboards to OLAP analysis </li></ul><ul><li>New reports just “Next” button away </li></ul><ul><li>Easy report sharing and editing </li></ul><ul><li>Trending and historical analysis </li></ul><ul><li>OLAP and data mining </li></ul><ul><li>Lead Management Components </li></ul><ul><li>Forecast and pipeline reports </li></ul><ul><li>Other OOB sales reports </li></ul><ul><li>Report Wizard </li></ul>
  13. 13. Improved Sales Productivity 360° View of the Customer Repeatable Sales Process Consistent Online/ Offline Experience Effortless Forecast and Pipeline Analysis Maximizing Customer Value Enables rapid and relevant response and tailored sales activities Drives greater efficiencies, lower cost of sale and better team selling Increases consistency, productivity and provides more time to sell Delivers better forecast information and financial planning Enables effective proactive cross-selling and up-selling
  14. 14. Powered By Microsoft <ul><li>Robust Workflow Tools – Designed for the business user </li></ul><ul><li>Native Outlook Client – Familiar and intuitive interface </li></ul><ul><li>Powerful Remote Capabilities – Consistent offline/mobile </li></ul><ul><li>Point & Click Customization – Easily adapts to fit business </li></ul><ul><li>Comprehensive Business Intelligence – Easy access and use </li></ul>
  15. 15. BENEFITS
  16. 16. Key Benefits of Microsoft Dynamics CRM Improve decision-making with 360° visibility into accounts, leads, opportunities and cases across the organization True 360° Visibility Spend more time for selling with better collaboration and consistency across the sale organization Higher Productivity Improved Close Rates Increase revenue by optimizing sales resources and processes via repeatable best practices Greater Sales Efficiency Shorten sales cycles via enforceable workflows and more accurate customer data
  17. 17. Key Benefits for Sales <ul><li>Reach customer satisfaction goals </li></ul><ul><li>Drive new revenue opportunities </li></ul><ul><li>Achieve true business insight and visibility </li></ul><ul><li>Manage key sales KPIs </li></ul><ul><li>Increase sales staff empowerment and morale </li></ul><ul><li>Enforce a consistent sales process </li></ul><ul><li>Improve personal productivity </li></ul><ul><li>Achieve holistic view of customer needs </li></ul><ul><li>Seamlessly track customer comms. and interactions </li></ul>VP of Sales Sales Manager Sales Rep
  18. 18. Key Benefits for IT <ul><li>Achieve rapid time to value </li></ul><ul><li>Realize low total cost of ownership (TCO) </li></ul><ul><li>Leverage consistent IT architecture & standards </li></ul><ul><li>Adapt to the company as it evolves and changes </li></ul><ul><li>Easily integrate existing applications and data </li></ul><ul><li>Extend the power of the Microsoft Dynamics CRM </li></ul><ul><li>Adapt to the ever-changing business requirements </li></ul><ul><li>Track key KPIs and cross-team workflows </li></ul><ul><li>Improve relevancy via point & click customization </li></ul>Chief Information Officer IT Team Lead Business Analyst
  19. 19. EVIDENCE
  20. 20. Global Customer Base Mid-size Companies Small Businesses Large Enterprises
  21. 21. Customers in Action <ul><li>Technology Retail </li></ul><ul><li>225 users </li></ul><ul><li>Uses Microsoft Dynamics CRM to empower B2B sales consultants </li></ul><ul><li>Helps them focus on improving productivity of sales representatives </li></ul><ul><li>Engineering Services </li></ul><ul><li>2,500 users </li></ul><ul><li>Uses Microsoft Dynamics CRM as enterprise-wide CRM system </li></ul><ul><li>Helps them focus on back-end system integration and complex CRM </li></ul><ul><ul><ul><li>Wealth Management </li></ul></ul></ul><ul><ul><ul><li>3,300 users </li></ul></ul></ul><ul><ul><ul><li>Uses Microsoft Dynamics CRM for consultative selling </li></ul></ul></ul><ul><ul><ul><li>Helps them focus on building stronger relationships with financial advisors </li></ul></ul></ul>Raymond James Best Buy For Business CH2M Hill
  22. 22. Customer Perspective “ It’s given our advisors a daily discipline for pursuing leads and more time for personal relationships with people. We can identify our best sales people and leverage their best practices ” Equinox “ One of the things that really attracted us to Microsoft [Dynamics] CRM is that, combined with Microsoft Outlook, it’s just like one product . In anything else, you’d be duplicating efforts in two separate products.” Whistler Tourism “ As the CEO of a global company, Microsoft Dynamics CRM allows me to log in to all of our remote sites to get a snapshot of what’s going on. I can get a real-time snapshot of what any of my business units are doing , any day of the week.” Commtech Wireless
  23. 23. Customer ROI <ul><li>95% reduction in access time to customer data </li></ul><ul><li>10% improvement in time-to-customer quote </li></ul><ul><li>184% ROI achieved in 8 months </li></ul><ul><li>8% increase in staff productivity, </li></ul><ul><li>5% reduction in sales staff turnover </li></ul><ul><li>$2.3 million ROI </li></ul><ul><li>85% reduction in time for processing big certifications </li></ul><ul><li>8% increase in 1 st year of number of largest gift donors </li></ul><ul><li>27% growth and additional $1 million in Membership of Emerging Leaders Program </li></ul>
  24. 24. Partnering for Success Software and Services Partners for Sales
  25. 25. DISCUSSION
  26. 26. APPENDIX
  27. 27. Why Microsoft Dynamics CRM <ul><li>Microsoft Dynamics CRM delivers: </li></ul><ul><li>An unparalleled user experience for sales professionals </li></ul><ul><li>Choice of user access and delivery method </li></ul><ul><li>Easy integration to legacy systems and data </li></ul><ul><li>Consistent, workflow-driven sales processes </li></ul><ul><li>A full spectrum of sales intelligence capabilities from basic queries to predictive analytics </li></ul>
  28. 28. Positioning Statement For sales staff that value productivity and empowerment and organizations that desire business agility, Microsoft Dynamics CRM provides the best mix of relevant functionality, unparalleled platform flexibility with the broadest choices of access and deployment.
  29. 29. Microsoft Dynamics CRM for Sales: Building a Sales Solution <ul><li>Core components of a sales application include: </li></ul><ul><li>Lead and Opportunity Management </li></ul><ul><li>Account and Contact Management </li></ul><ul><li>Territory Management </li></ul><ul><li>Products, Pricing and Quotes </li></ul><ul><li>Forecasting and Sales Analytics </li></ul><ul><li>Key Benefit Areas </li></ul><ul><li>Workflow across Teams and Groups </li></ul><ul><li>Tight Microsoft Office Integration </li></ul><ul><li>Offline and Mobile Device Access </li></ul><ul><li>Commonly integrated components include: </li></ul><ul><li>Sales Methodology Solutions </li></ul><ul><li>Product Configurators </li></ul>
  30. 30. Microsoft Dynamics CRM for Customer Service: Increased Personal Productivity <ul><li>Goal : Deliver a rich set of productivity features to allow sales reps to work more effectively </li></ul><ul><ul><li>Reduce time spent on data input and routine daily tasks </li></ul></ul><ul><ul><li>Eliminate inaccurate/duplicated contact and account data </li></ul></ul><ul><ul><li>Use the latest Office enhancements to drive sales effectiveness </li></ul></ul><ul><li>Key Capabilities in Microsoft Dynamics CRM </li></ul><ul><ul><li>Auto-correct on data entry for accounts, opportunities, and more </li></ul></ul><ul><ul><li>Office and Outlook personal productivity enhancements </li></ul></ul><ul><ul><li>Batch and real-time data de-duplication </li></ul></ul><ul><ul><li>Improved mail-merge functionality </li></ul></ul><ul><ul><li>360° activity management and visibility </li></ul></ul>
  31. 31. Microsoft Dynamics CRM for Customer Service: Coordinated Sales Response Management <ul><li>Goal : Easily manage the process of each stage in responding to RFPs and other sales requests </li></ul><ul><ul><li>Define and manage specific tasks and signoffs for responses </li></ul></ul><ul><ul><li>Coordinate contributions from multiple groups </li></ul></ul><ul><ul><li>Optimize resources to maximize productivity </li></ul></ul><ul><ul><li>Ensure high-quality in every response delivered </li></ul></ul><ul><li>Key Capabilities in Microsoft Dynamics CRM </li></ul><ul><ul><li>Intra-team and cross-team workflow </li></ul></ul><ul><ul><li>Improved mail-merge </li></ul></ul><ul><ul><li>360° activity management and visibility </li></ul></ul>
  32. 32. Microsoft Dynamics CRM for Customer Service: Global Team Selling <ul><li>Goal : Enable team-based opportunity management within or across regions </li></ul><ul><ul><li>Coordinate effectively on more complex deals </li></ul></ul><ul><ul><li>Execute consistent processes across teams and roles </li></ul></ul><ul><ul><li>Coordinate and track communications across teams </li></ul></ul><ul><li>Key Capabilities in Microsoft Dynamics CRM </li></ul><ul><ul><li>Multi-language, multi-currency, and multi-time zone support </li></ul></ul><ul><ul><li>Presence integration for real-time communication </li></ul></ul><ul><ul><li>360° activity management and visibility </li></ul></ul>
  33. 33. Microsoft Dynamics CRM for Customer Service: Complex Relationship Management <ul><li>Goal : Manage the complex real-world relationships between contacts, accounts, leads, territories, & more </li></ul><ul><ul><li>Easily extend the sales system to reflect the complex relationships that exists within your customer base and your sales organization </li></ul></ul><ul><ul><li>Support complex business models and channels </li></ul></ul><ul><ul><li>Analyze relationships across multiple data objects to determine emerging trends and opportunities </li></ul></ul><ul><li>Key Capabilities in Microsoft Dynamics CRM </li></ul><ul><ul><li>Support for complex many-to-many relationships </li></ul></ul><ul><ul><li>Full reporting for custom entities and across multiple entities </li></ul></ul><ul><ul><li>360° activity management and visibility </li></ul></ul>
  34. 34. Microsoft Dynamics CRM for Customer Service: Consistent Experience for Mobile Sales <ul><li>Goal : Deliver a productive sales environment for mobile field sales organizations </li></ul><ul><ul><li>Keep sales synchronized in Outlook, ready for mobile use </li></ul></ul><ul><ul><li>Full access to from Outlook or other clients </li></ul></ul><ul><ul><li>Analyze sales data offline or online </li></ul></ul><ul><li>Key Capabilities in Microsoft Dynamics CRM </li></ul><ul><ul><li>Continuous background synchronization to Outlook </li></ul></ul><ul><ul><li>Choice of mobile clients: Outlook, browser, or mobile devices </li></ul></ul><ul><ul><li>Offline reporting and analysis </li></ul></ul><ul><ul><li>Flexible options for email sending and routing </li></ul></ul><ul><ul><li>Full remote access without a VPN </li></ul></ul>
  35. 35. Strong Momentum in Sales Source: Gartner Magic Quadrant for CRM Customer Service Contact Centers, 2007 [emphasis added] Microsoft Dynamics CRM has emerged as a market leader in the sales management space, driven by its ease of use for sales professionals and by the flexibility of the underlying SOA platform.
  36. 36. SFA Customer Quotes “ This is the first time we are able to look at clients in a broader way and we will know exactly what is happening with a client throughout our network. It will definitely enable us to serve our global clients better.” ABN AMRO “ We’ve embarked on building a world-class sales organization, and we couldn’t have done it without a world-class sales force automation tool. Microsoft [Dynamics] CRM is playing a central role in achieving this goal.” Best Buy “ For the first time, we have handshaking between sales and operations. Microsoft [Dynamics CRM] gives us real-time intelligence from sales through fulfillment. Life is better for our sales people and for our customers.” The Virginian Pilot
  37. 37. Action! Ralph R. Zerbonia Universe Central Corporation 330-720-4525 [email_address]