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

10

Deployment Methods

11

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

12

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

13

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

14

PROS

15

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

16

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

17

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