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Microsoft Dynamics CRM

Microsoft Dynamics CRM. Sales @ Night 23/10/08. Being inventive …. . Agenda. Intro - Siska Market information - Frederik Market survey - Frederik CRM new cases - Frederik Lead qualification - Ben ROI tools / discussion - Ben Competing against Salesforce.com - Ben

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Microsoft Dynamics CRM

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  1. Microsoft Dynamics CRM Sales @ Night 23/10/08

  2. Beinginventive ….

  3. Agenda Intro - Siska Market information - Frederik Market survey - Frederik CRM new cases - Frederik Lead qualification - Ben ROI tools / discussion - Ben Competing against Salesforce.com - Ben Product update - Siska Circle Of Success - Tom

  4. Market information Frederik Everaert

  5. The Forrester Wave : Enterprise CRM Suite The Forrester Wave: Enterprise CRM Suites, Q3 2008 Executive Summary Siebel and SAP maintain their status as Leaders with comprehensive functionality and much improved usability. Microsoft, Salesforce.com, RightNow, and Oracle CRM On Demand have improved their credibility as enterprise-class solutions and have graduated into the Leaders group. The latter vendors all get high marks for ease-of-use and quick time-to-value. Trends within Enterprise segment (1): Larger players have acquired smaller vendors to gain access to customers and fill in product gaps. F.e. Oracle + PeopleSoft (2005) + Siebel (2006). Traditional MM CRM vendors now with modern architectures and new deployment options. F.e. Microsoft CRM + desktop & business applications SaaS and open source options and challenges. F.e. SAP, Siebel, Microsoft

  6. The Forrester Wave : Enterprise CRM Suite Trends within Enterprise segment (2): • Desire for more user-friendly applications is driving interest in CRM application upgrades as vendors make better UIs available in new releases. F.e. SAP, Siebel; Microsoft + Outlook • New approaches to upgradingcustomer data integration (CDI) and intelligence. By combining operational data, streamlining customer data management processes, and presenting a single view of the customer, CDI allows CRM professionals to manage compliance, improve customer interaction efficiencies, and focus on customer experience management. F.e. SAP + Business Objects (2007), Oracle + Hyperion (2008) • Various mobile CRM solutions — with different price tags. For sales, sales, sales. Cross-market solution providers like Microsoft, Oracle, Salesforce.com, and SAP offer apps that can be used on handhelds as part of their CRM solutions. • Emerging social consumer behavior: community-based interactions, intra-organization and customer collaboration (flexible architect solutions). “CRM 2.0, social CRM, collaborative CRM.”

  7. The Forrester Wave : Enterprise CRM Suite

  8. The Forrester Wave : Enterprise CRM Suite Source: 2008, Forrester Research Inc

  9. The Forrester Wave : Enterprise CRM Suite Microsoft Dynamics CRM - Vendor profile by Forrester: • Flexibility • Desktop applications strength • More-robust business applications • Strategy for growth: choice of deployment (+ same code & migration), flexible user interface, choice of payment options, and a strong partner community. • Buyer interest already high in SMB and growing in Enterprise segment • Sound capabilities in sales, marketing, and customer service • Extensive network of ISVs to develop industry solutions on Microsoft’s Dynamics platform. • Microsoft infrastructure equals lower TCO in buying and managing business technologies • Buyers like Microsoft Dynamics CRM's usability, lower price, and its quick time-to-value compared with traditional CRM applications.

  10. The Forrester Wave : Midmarket CRM Suite The Forrester Wave: Midmarket CRM Suites, Q3 2008 Executive Summary Oracle's Siebel CRM Professional Edition and CRM On Demand products, Microsoft Dynamics CRM, RightNow CRM, and Salesforce.com led the Midmarket CRM pack: strong sales force automation and usability capabilities. Right behind the Leaders is a crowded group of Strong Performers including SageCRM, Selligent, Sugar Enterprise and Sage SalesLogix.

  11. The Forrester Wave : Midmarket CRM Suite

  12. The Forrester Wave : Midmarket CRM Suite Source: 2008, Forrester Research Inc

  13. The Forrester Wave : Midmarket CRM Suite Microsoft Dynamics CRM - Vendor profile by Forrester: • Established major CRM player thanks to deep capital investment, a formidable strategy, and strong branding. • The product is strong in SFA, internationalization, and usability. • Sales analysis tools, opportunity management, and setup & configuration capabilities are the application's key SFA strengths. • Arguably its greatest strength is its native Microsoft Office user experience. The solution is set up to look, feel, and function like Outlook. • The product also is available in multiple deployment options and is attractively priced below many of the alternative products in the market. • The solution is built on the Microsoft .NET framework and integrates seamlessly with other Microsoft productivity tools, like Office, Outlook, and SharePoint. • Microsoft Dynamics CRM is best suited for organizations that are Microsoft-technology-centric for their business applications and technology stack and that desire flexibility and choice for their method of application deployment.

  14. Gartner CRM Summit (Sept ’08) Sept 8-10, Washington DC Microsoft Dynamics CRM was a Premier Sponsor at the annual Gartner CRM Summit. Over 400 Snr. Level Managers, Directors and Executives attended. Microsoft Dynamics CRM, in partnership with Avanade, led the way with The Power of Choice. Customer Sessions to present CRM 4.0 and CRM Online customer references to potential and existing customers. Expo Floor: Microsoft Dynamics CRM was on prominent display through branding, video loops and solution demonstrations. With hand off to Dynamics CRM and Avanade solution experts taking place upon engagement. VIP Dinner: Microsoft in partnership with Avanade, hosted an exclusive VIP Dinner for prospective and existing Dynamics CRM customers. We achieved a 100% touch rate through our ad in the conference guide and a Gartner distributed email blast.

  15. Gartner CRM Summit (Sept ’08) Analyst 1:1s – 13 noted Gartner analysts were targeted for WW & US Field engagement. Included among the analyst focuses were Customer-Centric CRM, Customer Experience, Contact Center Workforce Optimization, and Software Markets. 1:1 Meeting Room -  Premier sponsors were provided meeting rooms on the show floor for customer engagements, for solution demos and 1:Few meetings. Gartner and Peppers & Rogers Group announced the 1:1 Excellence awards during the Summit. These awards are about the customers, and it’s great to see our customers take the top 2 spots: Gold:  Equinox Fitness (Dynamics CRM customer) Silver:  The Linc Group (Dynamics CRM customer) Bronze:  Mortgage Lenders of America (other)

  16. Market survey Frederik Everaert

  17. Installed Base - Main Functional Area

  18. Opportunity Matrix

  19. Opportunity Matrix

  20. CRM Total Software Revenue Belgium 2006-2011 (license and maintenance) Total Software Revenue ($ Millions) 80 11% CAGR between 2006/2011 70 60 50 40 30 20 10 0 2006 2007 2008 2009 2010 2011 Source: Gartner, (Sept 2007)

  21. What Will Be Hot in 2008: CRM Application Priorities Marketing Sales Customer Service Word of mouth marketing SaaS SFA Online communities Web analytics & advert mgmt Mobile and wireless Feedback/engagement mgmt. Customer data mining Metrics, BI, analytics Sales analytics Marketingperformancemeasurement Sales performance mgt Process-driven CSS apps. Incentive compensation Marketingresource mgmt. Workforce optimization Knowledge-enabled search and service resolution Inbound marketing Price management Lead management Lead management VoIP contact center Online communities B2B e-commerce PRM App. on-demand CSS B2B & partner marketing, promotion mgmt. Open-source SFA WAH outsourcing Proposal generation E-mail and SMS marketing Web chat Forecasting or pipeline Direct mail marketing Mobile field service Order management Affinity marketing Speech recognition Sales configuration Privacy management Desktop productivity tools Customer Data Integration Business Process Management Industry-Specific SOA

  22. 2011 2009 2007 2005 2003 Popular CRM Technologies During Economic Good and Bad Times 1. Communities, Virtual World 2. CRM/BPP 3. Mobile 1. Analytics 2. Communities 3. CRM/BPP 1. SOA 2. Analytics 3. CDI 1. SaaS 2. Marketing Automation 3. Analytics • Self-service • BPO • E-Commerce 1. Self-service 2. BPO 3. E-Commerce

  23. CRM new cases Frederik Everaert

  24. CRM new cases - Internationally Source internationally: http://www.microsoft.com/casestudies

  25. CRM new cases - Internationally

  26. CRM new cases - Belux Source Belux: http://www.microsoft.com/belux/nl/cases

  27. CRM new cases - Belux

  28. CRM new cases – Dynamics CRM Belux Source: http://www.microsoft.com/belux/nl/dynamics/crm

  29. LeadQualification

  30. Talkingabout ROI …

  31. Competition : Salesforce.com

  32. What’sNext ?

  33. Statement of Directions

  34. Between now andMicrosoft Dynamics CRM “5” MOBILITY

  35. Delivering on market and customer needs Reach Client (HTML) Windows Mobile BlackBerry Fully supported CRM Mobile Express Originally planned to be released on Codeplex as shared source. Plans changed to: Beta Release: Q3 CY09 Supported Release: Q3 CY09 Available through TenDigits (marketing alliance) Rights to promote TD Mobility as part of MS Marketing materials and messaging Inclusion in broad CRM & Windows Mobile Campaigns CRM Mobile Marketing Collateral and demo materials to MS field TD Release of WM & Yona support by July 31. TD will adjust current price points to reflect their expectation for higher volume Microsoft Confidential 35

  36. Accelerators For Microsoft Dynamics CRM 4.0

  37. Accelerators for Microsoft Dynamics CRM Analytics eService Event Management Enterprise Search Sales Methodologies Extended Sales Forecasting CRM Notifications Business Productivity

  38. Analytics

  39. Screenshot slide(s)

  40. Screenshot slide(s)

  41. Screenshot slide(s)

  42. Screenshot slide(s)

  43. Analytics – Technical Overview

  44. Business Productivity

  45. Enterprise Search

  46. Enterprise Search – Technical Overview

  47. CRM Notifications

  48. CRM Notifications – Technical Overview

  49. Sales Methodologies

  50. Extended Sales Forecasting

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