CFO SummitCFO Summit
Microsoft Business Solutions Microsoft Business Solutions Customer Relationship ManagementCustomer Relationship Management(aka Microsoft CRM)(aka Microsoft CRM)
Building Profitable Customer Relationships Building Profitable Customer Relationships
Alex SimonsAlex SimonsProduct Unit ManagerProduct Unit Manager
Agenda
Key business and IT concerns around CRM solutions
Microsoft CRM solution– Design Goals– The Technology– Product Demonstration
Effective CRM Builds Business
"Learning more about a customer's needs and "Learning more about a customer's needs and behaviors enables a firm to develop behaviors enables a firm to develop stronger, stronger, more profitable relationshipsmore profitable relationships with that with that customer. ...stronger relationship will customer. ...stronger relationship will increase increase salessales and promote better and promote better retention of key retention of key customers. customers. These are the goals of every These are the goals of every business, regardless of size or industry." business, regardless of size or industry."
-Peppers and Rogers Group-Peppers and Rogers Group
Reasons for CRM Failures
Long implementations
Expensive implementations
Salespeople don’t use CRM applications
CRM applications don’t fit my needs
CRM applications are hard to use
CRM applications don’t give me information I need
Key Business ConcernsLost opportunities due to lack of timely, accurate informationLost repeat sales due to customer alienation and mediocre customer service levelsLost productivity due to inefficient systemsLimited visibility into customer-centric business processesCRM solutions are complex and expensiveIntegrating into other key systems is difficultNo easy way to implement, customize and manageExtensive administrative and end user training required
Microsoft CRM Key Design Points
ImproveImprovebusiness business
productivity productivity
Lower total cost Lower total cost of ownershipof ownership
Integrate Integrate powerfully powerfully
Make informed business decisions
Improve sales success
Delivers superior customer service
Share information
XML Web services
Microsoft Office (Outlook)
MBS Great Plains, Solomon, Axapta, Navision
Other business systems
Use easily
Maintain easily
Customize easily
Dependable, reliable architecture
On-premises or ASP hosted deployments
. NET Business Solution. NET Business Solution
Microsoft Businesses SolutionsMicrosoft Businesses Solutionsfinancial applications financial applications
Microsoft CRM Overview
SQL ServerSQL Server
Core CRM ServerCore CRM Server
• Full Service and Full Service and Sales (incl. Mktg)Sales (incl. Mktg)
• Sales (incl. Marketing)Sales (incl. Marketing)• Offline clientOffline client
Microsoft Microsoft OutlookOutlook
Microsoft Microsoft Internet ExplorerInternet Explorer
Customer Customer ServiceService
Sales Sales (including(includingMarketing)Marketing)
User interfacesUser interfaces
DemoDemo
Productivity, Connectivity, Low TCO
Customer and Partner Feedback
Raves from customers:– Comprehensive: Share information across teams (sale/service)– Highly usable: Outlook integration, UI navigability– Scalable: Outlook and browser clients in Standard and Pro– Easy customization: forms, schema, and workflow tools– Systems integration: Microsoft Office, Microsoft Business Solutions
ERP, and 3rd parties/web services
Raves from partners:– Complete solution with great tools: Implementation Toolkit, SDK,
Integration Kit– Well-architected system: .NET, APIs for every Microsoft CRM
feature– MS infrastructure links: AD for security and single sign-on, Exchange
for Mail, BizTalk for Integration– Safe bet for investment
Summary
Available Q4 2002
CRM solution must increase business value:
• Productive, • Connected, & • Best Economics
More info, contact MBS partner and visit www.microsoft.com/crm
This presentation is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. © 2001 Microsoft Corporation. All rights reserved.
Microsoft Business SolutionsMicrosoft Business Solutions
Appendix
Microsoft CRM and .NET: Designed for integration and enhancement
EmbeddedEmbeddedBizTalkBizTalkServerServer
3rd Party 3rd Party ApplicationsApplications
3rd Party 3rd Party ApplicationsApplications
MBSMBSFinancialsFinancials
MBSMBSFinancialsFinancials
Web Web ServicesServices
Web Web ServicesServices.NET / XML.NET / XML
.NET / XML.NET / XML
. NET Business Solution. NET Business Solution
Microsoft Businesses SolutionsMicrosoft Businesses Solutionsfinancial applications financial applications
Core CRM ServerCore CRM Server
SQL ServerSQL Server
Customer Customer ServiceService
Sales Sales (including(includingMarketing)Marketing)
CustomCustom Enterprise Enterprise
PortalsPortals
CustomCustom Enterprise Enterprise
PortalsPortals
BI and BI and AnalyticsAnalyticsBI and BI and
AnalyticsAnalytics
.NET / XML.NET / XML
.NET / XML.NET / XML
• Sales (incl. Marketing)Sales (incl. Marketing)• Offline clientOffline client
Microsoft Microsoft OutlookOutlook
Microsoft Microsoft Internet ExplorerInternet Explorer
• Full Service and Full Service and Sales (incl. Mktg)Sales (incl. Mktg)
Feedback to date
“[The integration into Microsoft Outlook] is seamless. Everybody is an Outlook user. The fact that Microsoft Business Solutions Customer Relationship Management is synchronized with it will just go to the fact that [employees will] use the application even more.”
-- John Hendrickson – CEO, Business Microvar Inc (BMI)