intro to crm 2011

Introduction to CRM 2011

| Microsoft Confidential

Introducing to CRM 2011

• Why CRM ? The Challenge• Why Microsoft Dynamics CRM 2011?• Microsoft Dynamics CRM 2011 Pillars• CRM 2011 in Education• CRM User Experience

| Microsoft Confidential

Why CRM? The Challenge.

• Expectations of parents, local education authorities, government agencies and higher education students.

• The need for real time data.• Limited budgets.• The need for better tracked communications.

| Microsoft Confidential

Why Microsoft Dynamics CRM 2011…?

• Get a 360-degree view of your school, district, or campus with tools for educators and administrators that are easy to use and manage.

• Increase productivity and enhance collaboration.• Quickly develop applications for learning, education,

research, faculty, and student management with the CRM framework.

| Microsoft Confidential

• Microsoft Dynamics CRM is a customer relationship management (CRM).

• It enables organizations to record customer interactions, opportunities, and improve customer loyalty.

• It also helps organizations optimize their operations by automating routine tasks, and standardizing best practices.

| Microsoft Confidential

Microsoft Dynamics Pillars

• Sales• Marketing• Services

| Microsoft Confidential

Sales

• Leads• Opportunitie

s• Quotes• Orders• Invoices• Accounts• Contacts• Products

| Microsoft Confidential

Microsoft Dynamics Pillars

• Sales• Marketing• Services

| Microsoft Confidential

Marketing

• Planning • Campaigns• Budgets• Lists• Tracking

Sources• Reporting

| Microsoft Confidential

Microsoft Dynamics Pillars

• Sales• Marketing• Services

| Microsoft Confidential

Services

• Case Management : recording complaints, problem, questions or other queries.

• Contract Management : recording entitlement to service.

• Defining services provided and the resources needed for these services.

• Scheduling appointments using the scheduling engine.

• Building a store of intelligences using the Knowledge Base (can double as a call center script).

| Microsoft Confidential

CRM in Education

• Alumni & Donor Management• General Administration• Communication Tracking• Student Information system• Faculty and Staff Management• Recruiting and Retention

| Microsoft Confidential

Microsoft Dynamics CRM 2011 Clients

• The Web Client

• Microsoft Dynamics CRM for Microsoft Office Outlook

• Access CRM using Internet Explorer 7.0 or better

• Access all CRM Entities • Track Activities done in

Outlook into related Data in CRM

• Create and synchronize activities to CRM

| Microsoft Confidential

CRM 2011 User Experience

• Building on familiar MS Office experience

• This screen shows a form representing a single contact

• Notice the editable fields.

• Also Notice the Related Records links.

Ribbons Similar to MS Office Ux

| Microsoft Confidential

CRM 2011 User Experience

• This Screen shows when a Related Record link is clicked.

• Showing list of related contacts for an account.

| Microsoft Confidential

CRM 2011 User Experience• CRM Navigation

Allows User to Go Through all Modules of CRM easily

• Within Every module list of links to Entities is displayed.

• A shortcut list is also available to display functions for that link

| Microsoft Confidential

Summary - What is CRM?

• Microsoft Dynamics CRM is a customer relationship management (CRM). It enables organizations to record customer interactions, opportunities, and improve customer loyalty.

• CRM is composed of three main modules: Sales, Marketing, and Services.

• CRM builds on Microsoft Office user experience to make usage easy and simple.

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The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after

the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.