Introduction to Microsoft Dynamics CRM 4.0, including some tips and integration examples.

1. 10 September 2009 What do you want to know about Microsoft Dynamics CRM? by Viktor Bardadym

2. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Goals To get the first brief survey about Microsoft Dynamics CRM To learn how our customers use CRM To see how CRM is working with other software To define topics for future detailed ShareCafé sessions

3. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Agenda What is CRM? CRM Definitions CRM Web Client vs. Outlook Client Productivity tips Business Processes Track information in CRM What do you want to know more about CRM?

4. CRM is used for Contact management Sales Marketing Services CRM is not used for Material planning / Inventory Accounting … 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym What is CRM?

5. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym CRM software solutions Department (flexible, quick to implement) Salesforce.com Microsoft Dynamics CRM Enterprise (large, bulky solutions) Oracle Siebel CRM SAP Small/limited ACT! Goldmine Maximizer Sugar CRM (open-source)

6. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Why Microsoft Dynamics CRM? Reputable brand Integration with Office Outlook – client, mobile devices Contacts E-mails Appointments Tasks (CRM tasks, letters, faxes, phone calls) Word – mail merge Excel - export Web client Rich opportunities for customisation and administration in GUI Segregation of duties

7. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Definitions Lead (Suspect) No explicit interest shown Coming from external source, event participant, registered on website , etc Account (Prospect) Explicit interest shown Converted from Lead Lead Account (other) Organisations with which you make business Clients Partners Suppliers… Contact Person Related with an account or independent (B2C) Opportunity Possible sale of goods or services Activities Various communication activities with other entities Phone calls, E-mails, Appointments, Tasks, etc

8. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Orbit One CRM customers Existing Intermixt Education International IAB EU Issue Tracker Yamagata Europe MicroComputing Coming Recytyre EVA EWEA …

9. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Integration between CRM and SharePoint Central data source of contact lists Synchronisation of SharePoint lists with CRM groups (Intermixt) Data queries from SharePoint pages to the CRM (IAB) Management of access and permissions

10. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Integration between CRM and custom apps Membership dues (Education International) Online stage diary (IAB) Updates of the data about federal and local governments from an external database (Intermixt / Pinakes) …

11. CRM productivity tips What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym 10 September 2009

12. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Findingrecords Select various views Type search string Click column name to sort and to use index Use index for quick browsing

13. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Advanced Find Example: Findactivitieswithkeyword of a specific Account

14. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Inherit information

15. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym CRM Outlook Client Download MS CRM Office Client x86 Installeer Rollup 6 for MS CRM Outlook Configure IE 8.0 security zone Configurewith correct organisation Configuresynchronisation

16. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Outlook Client CRM folders

17. Supported business processes What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym 10 September 2009

18. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Business processes - Sales Track information in CRM Lead / Opportunity management Creating quotes Updating quotes (revisions) Converting quotes to orders Track correspondence related to quotes Creating orders Creating invoices

19. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Business processes - Marketing Create marketing lists (= selections) Send out bulk emails related to campaign Word mail merge Track campaign responses Use of sales literature

20. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Business processes - Services Management of resources Management of service contracts Service calendar Management of cases Knowledge base

21. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Advanced functionality Workflows Bulk processing Merge of duplicate records Duplicate detection Reassign ownership of records Import Analysis and reporting

22. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Sales workflow

23. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Creation of Leads

24. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Track in CRM from Outlook Client Tip: Always relate communication to most specific entity

25. Outlook Client demo What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym 10 September 2009

26. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Track e-mails in CRM

27. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Createnewcontacts

28. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Createactivitiesfrom Outlook Alsoother types of records

29. 10 September 2009 What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym Makeanappointmentfor a colleague Always fromwebclient, notpossiblefrom Outlook Set the correct Organizer:

30. What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym 10 September 2009 Want to knowmore? Q&A Topics forfutureknowledgesharingsessions

31. What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym 10 September 2009