Break Out from a Marketing

Slump with Microsoft Dynamics

CRM

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What’s On The Agenda Today
• Today’s Marketing Challenges

• New Choices for Managing Customer

Relationships

• Microsoft CRM Momentum

• Managing Marketing with Microsoft CRM

• Demonstration
Key Challenges in Managing
Marketing
Declining Market Share Ineffective Campaigns

•Ineffective lead •Lack of proper

tracking & follow- customer
up segmentation
•Lack of targeted •Inability to
communications measure
effectiveness/ROI
•Unjustifiable
marketing spend
How to Manage Marketing Challenges?

Includes an end-to-end Helps your

process that allows you employees analyze
to collect actionable customer
information about each information
customer

A Winning
CRM Strategy
Makes it easier for
Creates a employees to
customer- collaborate with
focused culture internally and
externally
How is CRM Different from
Contact Management?
Customer Facing
• Sales, service, and marketing activities

Process-focused
• Workflow drives consistent execution

Team-oriented
• Collaborate with others inside and outside of the organization
“First-Generation” CRM Problems

A 2004 AMR Research study found that

• 28 percent of CRM projects
• 33 percent had

A 2005 Forrester Research study found that

» Two-thirds of respondents were
with the ease of use of their CRM system
» More than half of respondents were

with their CRM system's

return on investment (ROI)
What Do Businesses Need From CRM
Systems?

• Reliable user adoption

• Great business fit

• Fast, flexible, and

affordable technology
New Choices For CRM Systems Today!
Yesterday’s Choice
Complicated CRM Generic Hosted
Systems That You CRM That You
Own Rent
Heavy, Basic but
complex, and “easy to
expensive get”

Today’s Choice
Microsoft Dynamics CRM
Customize to Your Business Needs
Easy to Get, Easy to Use – On-premise and/or
Hosted
Microsoft Dynamics CRM At A Glance

Microsoft CRM
• Over 7,500 customers
Customer Growth Worldwide
• Over 250,000 users
• Full suite of marketing,
sales, and service
100%
• Native Office experience
• Web services architecture
• Fast, flexible,
and affordable
100%
• Available in
22 languages 100%

FY03 FY04 FY05 FY06

Strong Growth Around The World

Small Businesses Midsized Companies Large Enterprises

Picture 29
The Power Of An Integrated Solution
A complete CRM suite
Sales Service that utilizes the
power and
productivity
of the Microsoft
Marketing
platform
Service-oriented
architecture built
on industry standards
Easy for users to
adopt
Easy for IT to manage
Deploys on-premise
or hosted
Customers Speak Out
“Quiznos successfully implemented Microsoft Dynamics
CRM
just over a year ago for approximately 550 users. We are
planning on upgrading to version 3.0 to take advantage of
several new features, including the addition of entities
along with advanced querying and exporting capabilities.”
– Kristie Reid, IT project manager, Quiznos

“I was sold on Microsoft CRM the first time I saw it,”

– John Walker, Sr. VP, Bus Dev, Phoenix
Suns

“Microsoft CRM is getting more powerful in the

marketplace.
It’s more accessible, the price is right, it’s easier to adopt.
Greater flexibility to automate existing business processes
is a critical win,”
– Berhard McMahan, Chairman, JustGoodBusiness
Key Benefits Of Microsoft CRM
• Works the Way You Do
– It’s an easy and natural way
for your people to use CRM

• Works the Way Your Business Does

– It can be tailored to fit each business

• Works the Way Technology Should

– It’s fast, flexible, and affordable
 Microsoft CRM | Works the Way
You Do
• Native
Microsoft
Outlook
Folders &
Track
activities
Command Bar with a
single click. Share views
across your
team.
• Automatic
calendar,
contact, task
and email Drive
sales,
synchronizatio service, and
marketing
right from
n Outlook.

• Quick views
of relevant
information
Microsoft CRM | Works the Way Your
Business Does
New Lead • Create workflow based on
Received standard and custom entities
• Evaluate conditions and
Y
Existing Create Alert actions across systems
Account? New Oppty Sales Rep
N
Create Assign to
New Acct Telesales

• Powerful reporting via SQL

Reporting Services
• Take data into Excel while
maintaining a live data link
• Secure, roles-based access
at the database level
Microsoft CRM | Works the Way
Technology Should
• Use Outlook, browser, or mobile device
Roles-Based • Get just the right tasks to each user
User Experience
• Intelligent links to Microsoft Office

• Drive more consistent process execution

Business Workflow
• Tailor the system to fit your business
and Visibility
• Get instant visibility and alerts

• Web services architecture

Integration and
• Connect multiple systems in real-time
Extensibility
• Easily import & export data
Microsoft CRM Delivers Customer
Choice
Start hosted or Partner-Hosted Partner-Hosted
on-premise, Microsoft CRM Microsoft CRM
and migrate easily
if your needs change

On-Premise On-Premise
Microsoft CRM Microsoft CRM
Managing Marketing with Microsoft CRM

Manage
Identify Right
Campaigns
Target
• Personalized
• Segment customers
message
& create campaign
• Reusable Campaign
lists
templates
• Utilize external lists
• Integrated
• Leverage Business
campaign
Intelligence
execution (ISV)

Measure Success
• Report campaign Distribute leads
effectiveness • Distribute leads
• Define & track automatically
metrics • Avoid duplicates
• Communicate • Track leads through
through dashboards closure
(SharePoint, BSM)
Marketing Demo
Microsoft CRM | Marketing Key Benefits
• Plan proactively by turning customer information into clear,
actionable knowledge

• Understand your customers by having a total view of their

history, instantly accessible by the entire organization

• Make better business decisions with robust reporting and

analytical tools that offer real-time visibility into customer behavior

• Reach the right prospects by executing campaigns built with

intelligent list and segmentation tools

• Build deeper customer relationships by using a closed-loop view

of each customer’s preferences, relationships and buying history to
anticipate future needs

• Launch campaigns quickly with making successful campaigns into

easily deployable templates
 “Our company isn’t big enough for a full-blown ERP
system, but we’re sophisticated enough to want that
kind of detailed view of data. Microsoft CRM is the
perfect balance.”
Bob Frey, Vice President of Service Sales, McKinstry Company

Construction company implements CRM solution, increases efficiency by

25%

Customer Business Solution Customer

Challenge Results/Benefits
•
Needed to improve •
Implemented •
Improved efficiency
cross-departmental Microsoft® Business by 25 percent
sales opportunities Solutions CRM as a • Increased sales
centralized opportunities
repository for all
• Wanted to take customer
• Reduced
advantage of existing information administrative costs
IT systems and by 15 percent
custom applications
• Deployed Microsoft
SQL ServerTM 2000
• Saved U.S.$30,000
for its database per year coordinating
• Needed better sales solution sales pipelines
forecasting • Connected disparate
• Improved services
systems with
Microsoft BizTalk®
Server 2004
Microsoft CRM | Next Steps

• Choose Microsoft CRM for the technology and platform to

manage marketing in your business
– Outstanding user experience and user adoption
– Great business fit and visibility into results
– Scalable and secure platform with great extensibility

• Define a complete CRM solution and plan that includes

people, process, and technology
– Microsoft and its global network of partners are
committed to your success
 © 2006 Microsoft Corporation. All rights reserved.
This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.