Your Future with CRM - velosio.com€¦ · • Mobile/Resco via FieldOne Sky • Portals via ADX...
Transcript of Your Future with CRM - velosio.com€¦ · • Mobile/Resco via FieldOne Sky • Portals via ADX...
Your Future with CRM
Agenda• Build your Roadmap • Adoption Practices • Deployment Options
Data Time Device Easy to Use
GETCustomers
GROWRevenue
KEEPSatisfied
Marketing Customer Care
Marketing Customer Care
Typical Advantages of Using CRM
• No more lists, lists, lists• Lead tracking and scoring• Multiple tools to one• Batch and blast to personalized
nurturing• Automated campaign process• Reduce manual work• Web and social integration
• Pipeline and forecast• Sales process/discipline• Shared contact/account data
access• Simple email/calendar
connection• Planning/prioritizing tools• Efficient with time/documents• Social connection tools• Fantasy Sales/Gamification• Mobile
• Case/issue management• Customer knowledge• Consistent process• Internal communications to
resolve issues• Common knowledgebase• Assigning actions/follow-up• Field Service – Dispatch, Work
Orders, Equipment, Technicians• Reporting/Analysis
Marketing Customer Care
Dynamics CRM & Click Dimensions Functionality
• Marketing Lists• Email Marketing• Web Intelligence• Lead Scoring• Nurture Marketing• SMS• Campaign Tracking• Form Capture• Surveys• Landing Pages• Social Discovery• Event Management• Dashboards
• Leads• Contacts/Accounts• Opportunity/Quotes• Orders• Activity Tracking• Outlook Integration• Workflow• Mobile• Sales Gamification• Dashboards
• Case/Issue Management• Tasks/Assignments• Entitlement/Service Contracts• Service Scheduling• Knowledge Base• Unified Service Desk • Customer Self-Service• Field Service/Scheduling• Asset Management• Work Orders/Inventory Mgmt• Mobile/Resco via FieldOne Sky• Portals via ADX Studios• Dashboards
CORE CRM
BUSINESS BENEFIT: SALES
Single customer DB Sales & user adoption with tight email to workflow integrationPipeline management for forecasting Sales process discipline
SAMPLE CRM Road to Success
Feb 28
ERPINTEGRATION
AND BI
BENEFIT: INSIGHT
Consistent customer databaseManagement decision making/access to rich sales data history
Analytics to identify trends, targets, and segments
May 31
CUSTOMER SERVICE
BENEFIT: CUST. SAT.
Rapid resolution and team communication
Issue management process and knowledge base capture
Analyze trends and communicate proactively
Aug 31
BENEFIT: LEADS
Targeted campaigns to drive lead generationLead scoring and automated nurturingWeb analytics and social listeningMeasure and analyze campaign results
TBDMARKETING AUTOMATION
1
Your CRM Road to Success
July 31
4
Oct 313
Jan 31
Apr 30
2
Top 10 Challenges with User Adoption
Lack of Strategic Vision
Taxation without Representation
No Business Process Reviews
Complexity of the system
Inadequate Training
GIGO/junk data No Success Metrics/KPIs
Lack of management
within the system
No Change Management
Process
Lack of User Support
5 CRM Success Factors
Engage the Executive Team, Management, and End Users
Recognize that CRM is not ERP
Lead change with best practices
Leverage expert experience where it counts
Support, monitor, measure and improve
Separation of Responsibilities
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Deployment Methods
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On-Premise Online Cloud
• Hosted on your internal private network
• You organization’s IT Department is responsible for all operations and required technology maintenance and management
• Software as a Service (Saas)
• Hosted in Microsoft Datacenters around the world
• Partner Hosted – Softwareas a Service
• Public Cloud – Platform as a Service or Infrastructure as a Service
Licensing
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On-Premise Online Cloud• CRM Server 2015 = $6,249• Professional User CAL 2015 = $1,249• Basic User CAL 2015 = $434• Essential User CAL 2015 = $99• Up front costs
Note: In addition to OS, SQL, etc. license costs
• Enterprise USL = $200*• Professional USL= $65*• Basic USL= $30*• Essential USL= $15*• Evenly over time costs
* Prices are per user, per month
• Prices vary depending on selected method
• Partner hosted licensing costs vary tremendously ($39.99 - $200)
• Up front costs & evenly over time costs
INFRASTRUCTURE
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On-Premise Online Cloud• Managed by the organization
• Anything from two servers on the local network to a private cloud
• IFD is not enabled by default
• All CRM related components must be maintained
• World-class Data Centers in 7 geos
• 132 countries
• 43 languages
• Amazing Compliance and Data Protection
• Biggest Difference between partners
• Some partners host on private networks and some host on public networks
• Public networks range from single site to multi-site
Compliance and data protection
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PROS
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On-Premise Online Cloud• 100% Accessibility and Control• Your data is “safe”• 100% Lifecycle Management Control• SQL Based Reports• Potentially faster Disaster Recovery
capabilities• Data Storage location of your choice
(I.E. Within the same country)• Virtually unlimited storage space• Amazing snapshot capabilities• Direct Access to Log Files• Faster Data Migration (depending on
approach)• Potential for better compatibility with
legacy applications
• Software as a Service (Saas)• Very inexpensive for SMBs to deploy• Very fast ROI (In 2011 9 customers
invested $193,868 on deployments, 4.1 months after go live the Total benefits totaled $665,086. That is 243% ROI in 4 months)
• Always up to date• Free* Customer Support• World-class data safety procedures and
compliance• Online-Only Functionality• Automatic Integration when using
Microsoft Online business solutions such as Office 365
• Partner Hosted – SaaS• Wide variety of deployment options and
licensing possibilities• Depending on partner, cloud location
can be really close by• Stay on the version you want for longer
time• Partner hosted means partner can
potentially troubleshoot better
CONS
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On-Premise Online Cloud• 100% Accessibility and Control• Your data is “safe”• 100% Lifecycle Management Control• Very Hard to stay up to date (by the
time you go live with the current version the next one comes out)
• Online Only Features are not available• Internet Facing Deployment or VPN for
users connecting from the outside• Huge initial cost• Team Readiness (Infrastructure,
Administrator, etc.)• Support costs
• Always up to date• Free* Customer Support• Storage Space• No direct access to database or server• No SQL Based Reports• Slower performance when migrating
large volumes of data
• Not as compliant as other cloud vendors
• Unacceptable Disaster Recovery performance
• Most vendors invest on their own cloud, so locations are limited
• Slower performance when migrating large volumes of data
• Slow to add new users or storage• Some partners rely on cloud vendors
who might now have CRM Experience, and the partners in return have no cloud experience – dangerous mix
Authentication
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On-Premise Online Cloud• Authentication via Active Directory
• Active Directory Federation Services needed if the CRM Environment will be Internet Facing
• Microsoft Online Services
• Multi-Factor Authentication for Office 365
• Single Sign On (Federation)
• Password Sync (Azure AD)
• Varies