ModernBiz CRM

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$ A better way to know your customers and grow your business

Transcript of ModernBiz CRM

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A better way to know your customers and grow your business

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Agenda

PART 2 What are the five areas that CRM addresses business issues

PART 3 How to get started

PART 1 What is CRM and how does it work

#modernbiz

Customer relationship management (CRM) is an

approach to managing a company’s interactions with

current and future customers. It often involves using

technology to organize, automate, and synchronize sales,

marketing, customer service, and technical support.

What is CRM?

CRM

characteristics

• Sales force automation: Implement sales analysis,

automate tracking of sales or future sales, and also

coordinate sales, marketing, call centers, and retail

outlets.

• Data warehouse technology: Uses technology to

aggregate transaction information, to merge the

information with CRM products, and to provide KPI.

• Opportunity management: Manage unpredictable

growth and demand and implement a good forecasting

model to integrate sales history with sales projections.

• Client relationships: Developing and maintaining.

• Support and finance data: Integration into the CRM

view that a user gets, enabling a wider holistic view of a

customer from one screen for a user. As well as

integrate with office productivity systems.

• CRM systems integration: track and measure

marketing campaigns over multiple networks, and track

customer analysis by customer clicks and sales.

Connect with customers

Impact of

customer

satisfactionAccording to Ruth Bolton in “A Dynamic Model of the Duration of the Customer’s Relationship with a Continuus Service Provider: The Role of Satisfaction”, customer satisfaction has significant implications for the economic performance of firms. Because customer satisfaction has been found to have a negative impact on customer complaints and a positive impact on customer loyalty and usage behavior.

Benefits of implementing CRM include:1. Increased customer loyalty may increase usage levels2. Secure future revenues 3. And minimize the likelihood of customer defection

Helping your team be more successful

Focus on what matters most.

Have the relevant information at your

fingertips to better serve your current

customers as well as find new ones.

Create personal, targeted experiences.

Increase sales velocity and customer

response with immediate access to the

right people and information.

Zero In Win Faster

Work like a network, grow your business.

Connect with your customers, prospects,

business partners and team to service your

customers better and grow your business.

Sell More

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Connect with customers

Grow efficiently

Safeguard your business

Business anywhere

Increase

your

sales

Get the

most out

of your

technology

Adapt to

change

Be prepared

for the

unexpected

Protect

and control

your data

Work

together

easily

Get your

work done

anywhere

Understand

your

customer

ModernBiz

Connect with customers

Grow efficiently

Safeguard your business

Business anywhere

Increase

your

sales

Get the

most out

of your

technology

Adapt to

change

Be prepared

for the

unexpected

Protect

and control

your data

Work

together

easily

Get your

work done

anywhere

Understand

your

customer Customer

Relationship

Management

Systems

ModernBiz

Connect with customers

Understand

your

customer

Increase

your

sales

Customer

Relationship

Management

Systems

“All of a sudden it was like, BOOM—all of this information is all

in the open, transparent, things were getting done because

everyone had a new kind of awareness.”

Steve Novoselac, BI and .NET development manager, Trek Bicycles

BeforeWhen outside sales reps

left, it took years to

rebuild the depth of

knowledge they had

established with local bike

shops.

TacticsMicrosoft Dynamics

CRM Online plus Office

365 helps sales reps

communicate and

connect to key data like

previous retailer

interactions.

Results• Provides complete view into

customer and account

information.

• Sales reps save time gathering

info for customer meetings.

• 95% employee adoption of

Yammer drives idea sharing.

Sales reps ride into new eraIntegrated CRM solution supports customer relationships for Trek Bicycles

Watch

#modernbiz

Customer relationships are about more than

customer satisfaction. They’re about really

knowing your customer so you can personalize

their experiences. Microsoft Dynamics CRM

Online helps you bring your customers closer.

Understand your customer.Win their hearts and minds

Customer

Relationship

Management

Systems

Get a complete view of your customer.

Use customer data to enable

more engaging interactions

Find and combine data from

internal and external sources

with familiar tools. Capture

customer details and

interactions and share this

information across both sales

and service teams.

Customers Sales and Service Teams

A consolidated view for

customer sales teams,

service teams, and

executives

Multiple channels of

customer interactions • Buying history

• Service calls

• Communications

• Sales efforts

• Social interactions

Customer

Relationship

Management

Systems

MAIL

Reach out to customers.

Staying connected to

your customers inspires

loyalty and uncovers

opportunities

Easily contact your customers

the way they want – choose

from email, IM, phone, video –

all in a single click from within

your CRM solution.

CONFERENCE

CALL

#modernbiz

Having a strong connection with your

current customers and prioritizing the

right leads makes your sales teams more

effective. Provide the power of enterprise

capabilities to help grow your business.

Increase your sales.See what happens when the world’s most powerful business apps come together

Customer

Relationship

Management

Systems

Connect with customers

Reach your goals.

Role-specific business

processes help your

sales and service teams

stay on track

Follow a guided sales and

service experience with built-in

best practices.

Drive toward successful

outcomes, ensure consistency,

and easily adapt when changes

are needed.

Drive sales and service best practices across your organization

Connect with customers

Connect with customers

Focus on what matters.

Get control of your

business by

prioritizing

opportunities

Create rich, interactive dashboards, data visualizations, and presentations so you can track and monitor opportunities and focus on what is important.

Make your team more effective at prioritizing and driving leads to close.

Connect with customers

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All activities

Zero in on the customers and opportunities

that will help grow the company

ModernBiz

#modernbiz

Business anywhere

Get your

work done

anywhere

Work

together

easily

Customer

Relationship

Management

Systems

#modernbiz

Get your work done anywhere.

You’re just a few simple clicks away from

accessing your sales and service data,

holding meetings, and collaborating with

anyone from anywhere. CRM provide a

complete customer relations solution to

move your business forward.

Because sales and customer service happen wherever you are

Business anywhereBusiness anywhere

Always be in touch.

Get your teams up and

running quickly with a

solution that is easy to

adopt

Provide a familiar experience

across your PC, phone, tablet,

and laptop, allowing you to be

productive at home, in the

office, or on the road.Access your customer information

and all the data you need with the

same seamless experience on a

variety of devices, including PCs,

phones, tablets, and laptops.

Business anywhere

Work from the device you love.

Save costs by letting

your workers use the

devices they already own

Microsoft Dynamics CRM Online

works across phones and tablets

(Android, iOS and Windows).

Business anywhere

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#modernbiz

Work together easily.

Bring together the right people wherever they

are to take advantage of the combined

knowledge of the experts in your organization.

Help your sales and service teams work like a network

Customer

Relationship

Management

Systems

Business anywhere

Work with the right people, in the context of what you are doing.

Get work done faster by

making collaboration

easy

Instantly view contacts’ online

status to quickly set up or join

meetings.

Access your team for help on

sales proposals and customer

inquiries right away.

Business anywhere

Yammer embedded in Microsoft Dynamics CRM Online

Business anywhere

Working together on documents is a snap.

Keep moving forward

even when you’re

far apart

Co-author documents and quickly

collaborate with others with

Office 365.

Document co-authoring and version control

Business anywhere

EDITING THIS DOC

Susan Kim

Mitch Fuller

Michael Scott

EDITING THIS DOC

Grow with CRM

“CRM Online

allows us to

manage, monitor,

and support our

sales teams

remotely.”

Nick Cassidy,

Managing Director,

Core Cost Management

“CRM Online allows me as chief

executive, when I'm out in the

field visiting clients, to get a

sense of the overall

relationship with the client.

That's something I couldn't do

before."

Bob Gogel, CEO, Integreon

“The insight we’re now able to gather from CRM Online] is

helping us identify changing market trends and spot new

opportunities.“James Fleming, Group IT Director, Victrex

“It’s all about integration. CRM

Online caps the stack, but

behind the scenes we make sure

that Yammer drives the

conversations within the

business; we use SharePoint to

drive our knowledge-

management systems; we use

Lync to surface the presence of

our colleagues — Office 365 is

the backbone of our office

infrastructure.”

Paul Marriott-Clarke,

Commercial Director, Metro Bank

Next steps

Contact us

Take a guided tour of CRM Online

Sign up for your free trial

Don’t leave without today’s offer: a 2-hour free service call ($300 value) coupon

We are a vendor to business only, so we just ask

that the service call be for your small business of

5+ PCs and perhaps a server.

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Denis [email protected]

866-995-4488

dwpia.com

A Microsoft Channel Partner in North and West LA, and Ventura Counties

Optimize. Reinvigorate. Profit.