““An hour with Dave and An hour with Dave and friends” - Microsoft CRMfriends” - Microsoft CRM
David OvertonDavid Overton
Reuben KrippnerReuben Krippner
We have a problemWe have a problem
AgendaAgenda
What is MS-CRMWhat is MS-CRM
How to install and setupHow to install and setup
ISA issueISA issue
How to get proficient at MS-CRMHow to get proficient at MS-CRM
Microsoft Associate programmeMicrosoft Associate programme
QuestionsQuestions
Small Business FactsSmall Business Facts
1 in 10 companies is having to 1 in 10 companies is having to avoid customer calls due to avoid customer calls due to lack of information on account lack of information on account status. status. 24% of those surveyed admit 24% of those surveyed admit that they have forgotten or that they have forgotten or missed an important meeting missed an important meeting with a customer or prospect, with a customer or prospect, one in five (20%) have actually one in five (20%) have actually lost a customer due to lost a customer due to inadequate care. inadequate care. With the survey indicating an With the survey indicating an average cost of £500 for each average cost of £500 for each lost order, this poses a lost order, this poses a significant threat to a small significant threat to a small company’s revenue. company’s revenue. (UK YouGov - Microsoft Survey (UK YouGov - Microsoft Survey 2005)2005)
Have complex processesHave complex processesHave millions of unique and Have millions of unique and different business models – different business models – don’t want to be treated all the don’t want to be treated all the samesameDon’t want solutions that are Don’t want solutions that are targeted at Mid Market / targeted at Mid Market / Enterprise CustomersEnterprise CustomersAre Value drivenAre Value drivenDemand rapid ROI Demand rapid ROI Want products that are easy to Want products that are easy to use and work with their use and work with their businessbusinessFocus on finding business Focus on finding business solutions NOT IT Solutionssolutions NOT IT SolutionsHave strong relationships with Have strong relationships with trusted partnerstrusted partners
What Is CRM?What Is CRM?How does it differ from simple “contact How does it differ from simple “contact management”?management”?Customer Facing•Sales, service, and marketing activities
Process-focused•Workflow drives consistent execution
Team-oriented•Collaborate with others inside and outside of the organization
Successful CRM is NOT just dependent on selecting the “best software”, it’s about getting the right strategy
Functional DifferencesFunctional Differences
1 Microsoft CRM offers richer functionality
2 Microsoft CRM offers richer functionality for Reporting, including extensive customization.
3 Not available in the UK at current time
4 Microsoft CRM offers richer server-based sharing functionality, including support for offline access of data.
Accounts 1
Business Contacts1
Business Opportunities1
History tracking for Accounts, Contacts, and Business Opportunities1
Outlook integration
Reporting2
Microsoft Windows Mobile-based Pocket PC support
Integration with financial programs3
Sharing customer information4
Module for customer service professionals, including service scheduling and resource management
Supports third-party integration and customization
Workflow and process automation support
Accessible from a Web browser
User level-based data access
Marketing campaign management
CRM
CRM
BCM
BCM
A 2004 AMR Research study found that•28 percent of CRM projects•33 percent had
A 2005 Forrester Research study found that»Two-thirds of respondents were with the ease of use of their CRM system»More than half of respondents were
with their CRM system's return on investment (ROI)
““First-Generation” CRM First-Generation” CRM ProblemsProblems
CRM’s Fatal FlawCRM’s Fatal FlawIt just isn’t naturalIt just isn’t natural
Microsoft Outlook, Excel…Microsoft Outlook, Excel…
What My Sales, Marketing and What My Sales, Marketing and Service People Use Service People Use Every DayEvery Day
““Why do I need this other Why do I need this other thing?”thing?”
??????
The CRM ThingThe CRM ThingWe Make Them UseWe Make Them Use
What Do Small Businesses Need From CRM What Do Small Businesses Need From CRM Systems?Systems?
Reliable user Reliable user adoptionadoption
•Great business fit
•Fast, flexible, and affordable technology
Small business: faster growthSmall business: faster growth
“…“…2006, Small & MSBs that have yet to invest in CRM 2006, Small & MSBs that have yet to invest in CRM software will be at a competitive disadvantage, compared software will be at a competitive disadvantage, compared
with those that have already implemented CRM. Buyers will with those that have already implemented CRM. Buyers will be driven not only by the competition, but also by average be driven not only by the competition, but also by average
payback periods of 13 months”payback periods of 13 months”Gartner - CRM Predicts: SMBs' Spending on CRM Will Grow (14 December 2005)
We also know that the growth rate We also know that the growth rate in CRM is greater in small business in CRM is greater in small business then Mid-Market or Enterprisethen Mid-Market or Enterprise
Microsoft CRM | Impressive GrowthMicrosoft CRM | Impressive Growth
Over Over 6,000 customers6,000 customers
Over Over 150,000 users 150,000 users
Full suiteFull suite of marketing, of marketing,sales, and servicesales, and service
Native OfficeNative Office experience experience
Web servicesWeb services architecture architecture
Fast, flexible, and Fast, flexible, and affordableaffordable
Available in Available in 22 languages22 languages
Microsoft CRMMicrosoft CRMCustomer Growth WorldwideCustomer Growth Worldwide
+100%+100%
+100%+100%
Why Microsoft Dynamics?Why Microsoft Dynamics?
New Choices For CRM Systems TodayNew Choices For CRM Systems Today
Yesterday’s ChoiceYesterday’s Choice
Complicated CRM Complicated CRM Systems That You Systems That You
OwnOwn
Generic Hosted Generic Hosted CRM That You CRM That You
RentRent
Microsoft CRMMicrosoft CRMPowerful configuration & customizationPowerful configuration & customization
Easy to deploy, use, and manage -- on-premise or hostedEasy to deploy, use, and manage -- on-premise or hosted
Today’s ChoiceToday’s Choice
Heavy, Heavy, complex, and complex, and
expensiveexpensive
Basic butBasic but““easy to easy to
get”get”
Microsoft Dynamics CRM Microsoft Dynamics CRM
•Works the way you do
–It’s the easiest and most natural way to get CRM
•Works the way technology should
–It’s fast, flexible, and affordable
•Works the way your business does
–It can be tailored to exactly fit each business
Microsoft Dynamics CRM 3.0Microsoft Dynamics CRM 3.0
•Sales–Create demand and generate new business
•Marketing–Better decision-making and a clearer view of customers
•Customer Service–Provide more value to customers
A complete CRM solution
Microsoft CRM ModulesMicrosoft CRM Modules
Customer ServiceCustomer Service
Sales Sales ManagementManagement
Marketing Marketing AutomationAutomation
For more information: For more information: http://www.microsoft.com/crmhttp://www.microsoft.com/crm
Microsoft Dynamics CRM 3.0Microsoft Dynamics CRM 3.0Key Benefits
Native Outlook Native Outlook ExperienceExperience
Works the Works the WayWay
You DoYou Do
Works the Works the WayWay
You DoYou Do
Easy Easy AdaptabilityAdaptability
Works the Way Works the Way Your Business Your Business
DoesDoes
Works the Way Works the Way Your Business Your Business
DoesDoes
Build, Build, Deploy & Deploy & ExtendExtend
Works the WayWorks the WayTechnology Technology
ShouldShould
Works the WayWorks the WayTechnology Technology
ShouldShould
Empowering end-users through familiar tools & Empowering end-users through familiar tools & technologytechnology
Work within everyday Work within everyday
applicationsapplications
Reduce user learning curveReduce user learning curve
Increase adoption and usageIncrease adoption and usage
++
Microsoft Dynamics CRM 3.0Microsoft Dynamics CRM 3.0
Works the Works the WayWay
You DoYou Do
Works the Works the WayWay
You DoYou Do
““The 3.0 version of Microsoft Dynamics CRM The 3.0 version of Microsoft Dynamics CRM tightly marriestightly marries Office and CRM functionality… it’s Office and CRM functionality… it’s virtuallyvirtually impossibleimpossible to separate one from the to separate one from the other.”other.” - Bruce Richardson, AMR Research - Bruce Richardson, AMR Research
Adapts to each unique businessAdapts to each unique business
Easy configuration and Easy configuration and
customizationcustomization
Rapid implementationRapid implementation
Adapt to meet the needs of your businessAdapt to meet the needs of your businessMicrosoft Dynamics CRM 3.0Microsoft Dynamics CRM 3.0
Works the Works the Way Your Way Your Business Business
DoesDoes
Works the Works the Way Your Way Your Business Business
DoesDoes
““Microsoft CRM 3.0 gives us the flexibility to create Microsoft CRM 3.0 gives us the flexibility to create exactly the business processes and data fields we exactly the business processes and data fields we need in our system on a real-time basis.”need in our system on a real-time basis.”
- Sandy Clifford, IT Director, United - Sandy Clifford, IT Director, United WayWay
Familiar business platformFamiliar business platform
Safe and secureSafe and secure
Powerful extensibilityPowerful extensibility
Easy to deploy, manage and Easy to deploy, manage and maintainmaintain
Roles-BasedUser Experience
Roles-BasedUser Experience
Business Workflowand Visibility
Business Workflowand Visibility
Integration andExtensibility
Integration andExtensibility
Microsoft Dynamics CRM 3.0Microsoft Dynamics CRM 3.0
Works the Works the WayWay
Technology Technology ShouldShould
Works the Works the WayWay
Technology Technology ShouldShould
““Microsoft CRM runs on Windows Server 2003 and Microsoft CRM runs on Windows Server 2003 and SQL ServerSQL Server——platforms and applications we’re platforms and applications we’re already familiar with and use in our business already familiar with and use in our business today.”today.” - Greg Hughes, Director, Security - Greg Hughes, Director, Security & IT, & IT, Corillian CorporationCorillian Corporation
Strategy: The Power of ChoiceStrategy: The Power of Choice
Flexible Deployment ScenariosFlexible Deployment Scenarios1.1.Hosted CRM w/ On-premise Exchange servicesHosted CRM w/ On-premise Exchange services
2.2.Hosted CRM w/ Hosted ExchangeHosted CRM w/ Hosted Exchange
3.3.Complete Hosting SolutionComplete Hosting Solution– Microsoft CRMMicrosoft CRM– Exchange ServerExchange Server
User Experience
OutlookOutlookInternet Internet ExplorerExplorer
On-premiseOn-premise
HostedHosted
On-premiseOn-premiseCustomer ServerCustomer Server
HostedHostedPerpetual Perpetual
On-premise On-premise Managed ServerManaged Server
PerpetualPerpetual SubscribeSubscribeDEPLOYMENT DEPLOYMENT OPTIONSOPTIONS
Hosted Hosted SubscriptionSubscription
LICENSING OPTIONS
–Windows SharePoint Services
–Live Communications Server
Small Business EditionSmall Business Edition
Designed for Small Business Server (SBS) PremiumDesigned for Small Business Server (SBS) PremiumRequired to install on SBSRequired to install on SBS
Follows SBS limits of 1 server and up to 75 users Follows SBS limits of 1 server and up to 75 users maximummaximum
Software Assurance at 25%/year of license is included Software Assurance at 25%/year of license is included withwith
CRM in customer facing Volume Licensing programsCRM in customer facing Volume Licensing programs
All CRM features plus unique small business only All CRM features plus unique small business only featuresfeatures
Wizard driven install <10 clicks Wizard driven install <10 clicks
Configuration “Consultant in a Box” Configuration “Consultant in a Box”
Business Contact Manager Migration Business Contact Manager Migration
SBS Management Tools integrationSBS Management Tools integration
SBS Fax Service integrationSBS Fax Service integration
Small Business Edition (SBE) Server £400*
SBS
SBEUser CAL £350per
user*
* Prices shown are estimated retail pricing ranges in UK via Open* Prices shown are estimated retail pricing ranges in UK via Open
InstallationInstallation
90 day SB trial product keyM4K6M-QG2P6-Y2JX3-QKJK2-C3TRJ
SBE Product Feature:SBE Product Feature:Customization WizardCustomization Wizard
Our Consultant in a BoxOur Consultant in a BoxWizard for applying some light weight customizations to Wizard for applying some light weight customizations to CRMCRMLaunches post setupLaunches post setupHas a VAR mode for saving customizations for later Has a VAR mode for saving customizations for later applicationapplicationCustomizations include:Customizations include:
Name formatsName formatsCreation of territoriesCreation of territoriesAllowing rename of Account, Contact and Case entitiesAllowing rename of Account, Contact and Case entitiesCreation of several default relationship rolesCreation of several default relationship rolesMore…More…
Tool does not:Tool does not:Create productsCreate productsCreate usersCreate usersCreate multiple BUsCreate multiple BUs
CustomisationCustomisation
SBE Product Feature:SBE Product Feature:Fax Server IntegrationFax Server Integration
Integrates Windows Fax server with CRMIntegrates Windows Fax server with CRM
Creates a Fax Activity record in CRM upon receipt Creates a Fax Activity record in CRM upon receipt of a fax on the serverof a fax on the server
Routes faxes to users automatically Routes faxes to users automatically
Non routable faxes are placed in a Fax QueueNon routable faxes are placed in a Fax Queue
Outbound faxes are also supported – including the Outbound faxes are also supported – including the sending of attached Office documentssending of attached Office documents
Management integrated with SBS Fax Server Management integrated with SBS Fax Server managementmanagement
SBE Product Feature: SBE Product Feature: SBS Management ToolsSBS Management Tools
Server Management console is highly used by SBS Server Management console is highly used by SBS administratorsadministrators
CRM admin tools are integrated into the SBS Server CRM admin tools are integrated into the SBS Server Management consoleManagement console
CRM tools accessible from here include:CRM tools accessible from here include:Workflow managerWorkflow manager
Link to CRM configuration (in Web app)Link to CRM configuration (in Web app)
Exchange rules deploymentExchange rules deployment
ISA IssueISA Issue
KB’s 896861 & 555565KB’s 896861 & 555565Remove 127.0.0.1 from default web Remove 127.0.0.1 from default web sitesite
Add DisableLoopbackCheck HKLM\Add DisableLoopbackCheck HKLM\SYSTEM\CurrentControlSet\Control\SYSTEM\CurrentControlSet\Control\LSA = 1 (dword)LSA = 1 (dword)
ProcessProcess
Sign the Certified Software Advisors Sign the Certified Software Advisors agreementagreement
https://mbs.microsoft.com/forms_secure/https://mbs.microsoft.com/forms_secure/mscrm/relationshiptype.aspxmscrm/relationshiptype.aspx
Access PartnerSourceAccess PartnerSourcehttps://mbs.microsoft.com/downloads/https://mbs.microsoft.com/downloads/public/viapassport.docpublic/viapassport.doc
[email protected] for [email protected] for support
ProcessProcess
Profile Your Organization in VOICEProfile Your Organization in VOICEhttps://mbs.microsoft.com/voice/https://mbs.microsoft.com/voice/
Recommend stepsRecommend steps
Sign Up for InsightsSign Up for Insightsgo to VOICE. On the left-hand navigation go to VOICE. On the left-hand navigation menu click on Insights > Subscribe.menu click on Insights > Subscribe.
Secure Services from MBS (On Ramp Secure Services from MBS (On Ramp or À La Carte Services)or À La Carte Services) https://mbs.microsoft.com/partnersourchttps://mbs.microsoft.com/partnersource/resources/partneressentials/e/resources/partneressentials/ServicePrograms/ServicePrograms/mbspp_emea_services.htmmbspp_emea_services.htm
Stepping up to the plateStepping up to the plate
Complete Certifications to earn Complete Certifications to earn Software Advisor FeesSoftware Advisor Fees
Find CRM TrainingFind CRM Traininghttp://www.microsoft.com/uk/partner/http://www.microsoft.com/uk/partner/events/centre/search.aspxevents/centre/search.aspx
Initiate Marketing - Connected Initiate Marketing - Connected Customer GTMCustomer GTM
https://partners.microsoft.com/Pep/https://partners.microsoft.com/Pep/default.aspxdefault.aspx
Additional tipsAdditional tips
Evalutation InfoEvalutation Infohttp://www.microsoft.com/http://www.microsoft.com/dynamics/crm/product/dynamics/crm/product/evaluation.mspxevaluation.mspx
TrainingTraininghttps://mbs.microsoft.com/https://mbs.microsoft.com/partnersource/communities/partnersource/communities/training/elearning/news/training/elearning/news/ecoursesavailable_part_mscrm.htmecoursesavailable_part_mscrm.htm
What do you get in MAPSWhat do you get in MAPS
SummarySummary
MS CRM works the way people MS CRM works the way people like to worklike to work
Attend the training to get the Attend the training to get the most out of the productmost out of the product
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