Introduction to MS Dynamics - is.muni.cz · Introduction to MS Dynamics (Customer Relationship...
Transcript of Introduction to MS Dynamics - is.muni.cz · Introduction to MS Dynamics (Customer Relationship...
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Introduction to MS Dynamics (Customer Relationship Management)
Ing.J.Skorkovský,CSc. MASARYK UNIVERSITY BRNO, Czech Republic
Faculty of economics and business administration
Department of corporate economy
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CRM – Customer Relationship Management
• PROs – It enables to keep track of all prospective customer (suspects and
prospects) – Improve sales and marketing service – Company can promote the work it has done for its customers in order
to approach prospects
• CONs – CRM software may not integrate well with other email and accounting
systems – Another disadvantage to a newly implemented CRM software is the
learning curve.
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CRM – Customer Relationship Management
• Relationship management is a customer-oriented feature with service response based on customer input, one-to-one solutions to customers’ requirements, direct online communications with customer and customer service centres that help customers solve their issues.
• Sales force automation – Sales promotion analysis
• Advertising
• Personal selling
• Direct marketing
• Public relations
– automate tracking of a client’s account history
– Use of technology (ERP)
• Opportunity Management
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Market leaders
figures in millions of US dollars
Source:
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Customer
Vendor
Contact Card
Profile (parameters)
Customer Entries
ABC (Pareto) analysis
Salesperson
Interaction Log
Entries
Statistic : Costs/Revenue
(To-Do)
Opportunity
Sales Cycle Stage
To-Do Card
Assigned activities
Activity (code)
Partial Activities
Meeting /Telephone call
Interaction Log Entries
Statistics: Interactions, Stages,
Chances, Values,..
Stage number Activity
Only Czech course BPH_PIS 1| 2 !!!!, MPH_RIOP pouze část (kontakty, profily,..) Partially for MPH_AOMA-AOPR !!!!!
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Objects necessary valid for MPH-AOPM-AOPR (see preceding slide)
Contact card- company ->Vendor (Customer)
Contact card- person ->Vendor (Customer)
Contact Character– profiles, technologies,..
Interactions
Business Opportunities (estimated close date and value, probability,.. )
Sales Cycles
Customer Card creation from Contact card
Quotes
Interaction entries
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ERP-CRM
CRM
ERP 1
ERP 2
ERP n
Task1 Task22 Task p
Customer
Card QUOTE
Task p+1 Task p+2 Task q Opportunity
Opportunity
Products
Financial
estimation
Success estimation
in % Interactions
20000 Meeting 70%
Only Czech course BPH_PIS1| 2 !!!! a MPH_RIOP
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Contact cards
Contact card- company
Contact card- person
Contact Character– profiles, technologies,..
Interactions
Business Opportunities (estimated close date and value, probability,.. )
Sales Cycles
Customer Card creation from Contact card
Quotes
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Contact card – company - (Header of the contact card)
Eric Clapton Luciano Pavarotti Emir Kusturica
Contact persons type card
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Contact Card-company
Profile
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Contact Card- Person
Profile
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Contact Card- Company-new person - (created from Company card)
See profile settings
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Contact Card- Company-new person - (creation from Company card)
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New interaction- use of wizard
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New interaction- use of wizard
Click finish (do not take any optional information into consideration!) and Ctrl-F7
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From searching window
Another CRM area : Opportunity
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Another CRM area : Opportunity
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Another CRM area : Opportunity
From here you can create various To-Dos and and change Sales Cycle stages….
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Personal profile creation
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Personal profile creation
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Personal profile creation
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Personal profile creation
We have entered several lines
All 51 contacts playing football
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Personal profile creation
Profile of one chosen contact card (type person)
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Pareto analysis
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Pareto analysis –specification of questionnaire
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Pareto analysis-specification of question (details)
Starting Date Formula = -5Y means NAV wil trace back all entries 5 years
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Pareto analysis
Limits for different levels (A-C)
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Pareto analysis –results of updated questionnaire
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One of Contact Cards marked by code C
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Segments
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Segments
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Segments (entering values..)
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Segments
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End of the section (Customer Relationship Management)