Driving Organisational Efficiencies - Microsoft Dynamics CRM

Nathan Small 29th March 2012

Microsoft Dynamics CRM

Introduction

Dynamics CRM Roadmap – Q2 2012 Update

Dynamics CRM – Diving into the Sales Pipeline

Agenda

Nathan Small: Business Solutions - Dynamics CRM

I am a senior consultant based out of our Perth office and am ultimately responsible for the delivery of Dynamics CRM based projects.

I’ve been leading Dynamics CRM implementations for over 5 years ranging from 30 users to 4,500 users.

Customer Interactions Sales & Marketing, Service and other customer-facing activities

Business Processes Driving consistent execution across business units and systems

Collaboration Enabling teams to work together inside and outside of your organization

Actionable Analytics

Microsoft Dynamics CRM Manageability Flexibility Usability

“We need a solution that is easily managed by our already

constrained IT resources.”

“We need a solution that adapts to fit our unique

business needs.”

“We need a solution that helps make our jobs easier – not

harder.”

Performance and Scalability

Lots of Features ...

Business Process Management

• Business org. modeling

• Tree based designer

• Hyperlink support in prompts

• Static & dynamic response types for prompts

• Custom workflow activity

• Import/export process definition

• AppFabric integration

• Interactive workflow

Content Management

• Track changes

• Version control

• Automatic folder creation

• Secure file sharing

• Quick preview

• Simultaneous editing

• Single sign-in

• Text search with documents

User Experience

• Native Outlook search experience

• Column filters

• email template support

• Outlook Social Connector

• Record counts

• Re-occurring meetings

• Meetings bi-directional synch

• Context menus

• Accessibility compliance

• Voice recognition tools support

• Outlook follow-up/reminders

• Outlook categories on CRM records

• Data cleansing enhancements

• Data mapping

Personalization

• Multiple application use/switching

• Intelligent choice controls

• Dynamic forms

• Navigation shortcuts

• Flexible filtering and search

• View selection persistence

• Personalized synch folders

• Personalized reading pane

Customer Care

• Custom activities

• Customer care dashboard

• Case modeling

• KB article customization

• Workload management

• Flexible queues

• Business/contact center goals

• System-wide auditing

Sales

• Quota management

• Team selling capabilities

• Connections

• Custom currency

• Sales dashboard

• Write-in products

• Negative price support

Marketing

• Marketing dashboard

• Dynamic Marketing Lists

• Bulk update

• Rich CRM emails

• Improved Data Import Wizard

Customization and Extensibility

• Forms designer

• System views

• Visualization Designer

• Customizable dashboards

• “Any to Any” relationships

• Multi-factor authentication

• Interactive override for Field Level Security

• Global Jscript libraries

• HIPAA certifiable

Management and Administration

• Multi-nation setup

• Claims based set-up configuration

• Server admin automation

• Organization management automation

• Simple Internet-facing deployment

• MUI upgrades

• Org. update/upgrade

• Tenant by tenant upgrade migration

• Server farm updates

• Deployment Web-Services

Integration

• Azure Service Bus integration

• Firewall tunneling

• Bulk data load

Solution Management

• Solutions hosting

• Solution lifecycle management

• Managed properties

• Community rankings

• Listings details and management

• Search and navigation

Over 500 enhancements

Dynamics CRM Roadmap Q2 2012 Update

The focus…

Mobility

Mobility…

Browser Flexibility

Enhanced Social

Enhanced Social…

Enhanced Social

Industry Specific Templates

Industry Specific Templates…

Microsoft SQL Server 2012

Microsoft SQL Server 2012…

Microsoft SQL Server 2012

Certifications

Summary

Looking towards the next release of Microsoft Dynamics CRM and over the longer term, Microsoft is committed to delivering a solution that:

Drives maximum user productivity

Delivers business insight and collaboration

Provides a flexible and scalable business solution framework

Enriches the core capabilities of your organization

Summary

Dynamics CRM Diving into the Sales Pipeline

Pain points

Struggle to split time across current running

projects

No time for focusing on existing customers

Cannot provide a single customer view for multiple people in multiple locations

Dynamics CRM

Automating everyday tasks for marketing, sales, and service

Keeping track of engagement progress by providing access to dashboard views of customer

and practice management information

Integrating customer-relationship-management

tools with proposals, contracts, and billing

Helping multiple personnel in many locations interact with a customer while maintaining a

consistent customer view

Providing easy-to-understand, simplified reports that are conducive to quick action

Provides collaborative work spaces for CRM and marketing activities

Sales Management in Dynamics CRM

A rating allows a sales person the ability to classify the

‘feeling’.

• Hot

• Warm

• Cold

Rating

Likelihood of closing a deal.

Probability (%)

The Probability Matrix

Lets have a look and see how this helps

us if we map this process to our CRM

system…

Dynamics NAV Connector

Dynamics NAV Connector

Questions

Driving Organisational Efficiencies - Microsoft Dynamics CRM

Technology

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