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Microsoft Dynamics CRM. Sales @ Night 23/10/08. Being inventive …. . Agenda. Intro - Siska Market information - Frederik Market survey - Frederik CRM new cases - Frederik Lead qualification - Ben ROI tools / discussion - Ben Competing against Salesforce.com - Ben

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microsoft dynamics crm

Microsoft Dynamics CRM

Sales @ Night

23/10/08

agenda
Agenda

Intro - Siska

Market information - Frederik

Market survey - Frederik

CRM new cases - Frederik

Lead qualification - Ben

ROI tools / discussion - Ben

Competing against Salesforce.com - Ben

Product update - Siska

Circle Of Success - Tom

slide4

Market information

Frederik Everaert

the forrester wave enterprise crm suite
The Forrester Wave : Enterprise CRM Suite

The Forrester Wave: Enterprise CRM Suites, Q3 2008

Executive Summary

Siebel and SAP maintain their status as Leaders with comprehensive functionality and much improved usability.

Microsoft, Salesforce.com, RightNow, and Oracle CRM On Demand have improved their credibility as enterprise-class solutions and have graduated into the Leaders group. The latter vendors all get high marks for ease-of-use and quick time-to-value.

Trends within Enterprise segment (1):

Larger players have acquired smaller vendors to gain access to customers and fill in product gaps. F.e. Oracle + PeopleSoft (2005) + Siebel (2006).

Traditional MM CRM vendors now with modern architectures and new deployment options. F.e. Microsoft CRM + desktop & business applications

SaaS and open source options and challenges. F.e. SAP, Siebel, Microsoft

the forrester wave enterprise crm suite1
The Forrester Wave : Enterprise CRM Suite

Trends within Enterprise segment (2):

  • Desire for more user-friendly applications is driving interest in CRM application upgrades as vendors make better UIs available in new releases. F.e. SAP, Siebel; Microsoft + Outlook
  • New approaches to upgradingcustomer data integration (CDI) and intelligence. By combining operational data, streamlining customer data management processes, and presenting a single view of the customer, CDI allows CRM professionals to manage compliance, improve customer interaction efficiencies, and focus on customer experience management. F.e. SAP + Business Objects (2007), Oracle + Hyperion (2008)
  • Various mobile CRM solutions — with different price tags. For sales, sales, sales. Cross-market solution providers like Microsoft, Oracle, Salesforce.com, and SAP offer apps that can be used on handhelds as part of their CRM solutions.
  • Emerging social consumer behavior: community-based interactions, intra-organization and customer collaboration (flexible architect solutions). “CRM 2.0, social CRM, collaborative CRM.”
the forrester wave enterprise crm suite3
The Forrester Wave : Enterprise CRM Suite

Source: 2008, Forrester Research Inc

the forrester wave enterprise crm suite4
The Forrester Wave : Enterprise CRM Suite

Microsoft Dynamics CRM - Vendor profile by Forrester:

  • Flexibility
  • Desktop applications strength
  • More-robust business applications
  • Strategy for growth: choice of deployment (+ same code & migration), flexible user interface, choice of payment options, and a strong partner community.
  • Buyer interest already high in SMB and growing in Enterprise segment
  • Sound capabilities in sales, marketing, and customer service
  • Extensive network of ISVs to develop industry solutions on Microsoft’s Dynamics platform.
  • Microsoft infrastructure equals lower TCO in buying and managing business technologies
  • Buyers like Microsoft Dynamics CRM's usability, lower price, and its quick time-to-value compared with traditional CRM applications.
the forrester wave midmarket crm suite
The Forrester Wave : Midmarket CRM Suite

The Forrester Wave: Midmarket CRM Suites, Q3 2008

Executive Summary

Oracle's Siebel CRM Professional Edition and CRM On Demand products, Microsoft Dynamics CRM, RightNow CRM, and Salesforce.com led the Midmarket CRM pack: strong sales force automation and usability capabilities.

Right behind the Leaders is a crowded group of Strong Performers including SageCRM, Selligent, Sugar Enterprise and Sage SalesLogix.

the forrester wave midmarket crm suite2
The Forrester Wave : Midmarket CRM Suite

Source: 2008, Forrester Research Inc

the forrester wave midmarket crm suite3
The Forrester Wave : Midmarket CRM Suite

Microsoft Dynamics CRM - Vendor profile by Forrester:

  • Established major CRM player thanks to deep capital investment, a formidable strategy, and strong branding.
  • The product is strong in SFA, internationalization, and usability.
  • Sales analysis tools, opportunity management, and setup & configuration capabilities are the application's key SFA strengths.
  • Arguably its greatest strength is its native Microsoft Office user experience. The solution is set up to look, feel, and function like Outlook.
  • The product also is available in multiple deployment options and is attractively priced below many of the alternative products in the market.
  • The solution is built on the Microsoft .NET framework and integrates seamlessly with other Microsoft productivity tools, like Office, Outlook, and SharePoint.
  • Microsoft Dynamics CRM is best suited for organizations that are Microsoft-technology-centric for their business applications and technology stack and that desire flexibility and choice for their method of application deployment.
gartner crm summit sept 08
Gartner CRM Summit (Sept ’08)

Sept 8-10, Washington DC

Microsoft Dynamics CRM was a Premier Sponsor at the annual Gartner CRM Summit. Over 400 Snr. Level Managers, Directors and Executives attended. Microsoft Dynamics CRM, in partnership with Avanade, led the way with The Power of Choice.

Customer Sessions to present CRM 4.0 and CRM Online customer references to potential and existing customers.

Expo Floor: Microsoft Dynamics CRM was on prominent display through branding, video loops and solution demonstrations. With hand off to Dynamics CRM and Avanade solution experts taking place upon engagement.

VIP Dinner: Microsoft in partnership with Avanade, hosted an exclusive VIP Dinner for prospective and existing Dynamics CRM customers.

We achieved a 100% touch rate through our ad in the conference guide and a Gartner distributed email blast.

gartner crm summit sept 081
Gartner CRM Summit (Sept ’08)

Analyst 1:1s – 13 noted Gartner analysts were targeted for WW & US Field engagement. Included among the analyst focuses were Customer-Centric CRM, Customer Experience, Contact Center Workforce Optimization, and Software Markets.

1:1 Meeting Room -  Premier sponsors were provided meeting rooms on the show floor for customer engagements, for solution demos and 1:Few meetings.

Gartner and Peppers & Rogers Group announced the 1:1 Excellence awards during the Summit. These awards are about the customers, and it’s great to see our customers take the top 2 spots:

Gold:  Equinox Fitness (Dynamics CRM customer)

Silver:  The Linc Group (Dynamics CRM customer)

Bronze:  Mortgage Lenders of America (other)

slide16

Market survey

Frederik Everaert

crm total software revenue belgium 2006 2011 license and maintenance
CRM Total Software Revenue Belgium 2006-2011 (license and maintenance)

Total Software

Revenue ($ Millions)

80

11% CAGR between 2006/2011

70

60

50

40

30

20

10

0

2006

2007

2008

2009

2010

2011

Source: Gartner, (Sept 2007)

what will be hot in 2008 crm application priorities
What Will Be Hot in 2008: CRM Application Priorities

Marketing

Sales

Customer Service

Word of mouth marketing

SaaS SFA

Online communities

Web analytics & advert mgmt

Mobile and wireless

Feedback/engagement mgmt.

Customer data mining

Metrics, BI, analytics

Sales analytics

Marketingperformancemeasurement

Sales performance mgt

Process-driven CSS apps.

Incentive compensation

Marketingresource mgmt.

Workforce optimization

Knowledge-enabled search and service resolution

Inbound marketing

Price management

Lead management

Lead management

VoIP contact center

Online communities

B2B e-commerce PRM

App. on-demand CSS

B2B & partner marketing, promotion mgmt.

Open-source SFA

WAH outsourcing

Proposal generation

E-mail and SMS marketing

Web chat

Forecasting or pipeline

Direct mail marketing

Mobile field service

Order management

Affinity marketing

Speech recognition

Sales configuration

Privacy management

Desktop productivity tools

Customer Data Integration Business Process Management Industry-Specific SOA

popular crm technologies during economic good and bad times

2011

2009

2007

2005

2003

Popular CRM Technologies During Economic Good and Bad Times

1. Communities, Virtual World

2. CRM/BPP

3. Mobile

1. Analytics

2. Communities

3. CRM/BPP

1. SOA

2. Analytics

3. CDI

1. SaaS

2. Marketing Automation

3. Analytics

  • Self-service
  • BPO
  • E-Commerce

1. Self-service

2. BPO

3. E-Commerce

slide23

CRM new cases

Frederik Everaert

crm new cases internationally
CRM new cases - Internationally

Source internationally: http://www.microsoft.com/casestudies

crm new cases belux
CRM new cases - Belux

Source Belux: http://www.microsoft.com/belux/nl/cases

crm new cases dynamics crm belux
CRM new cases – Dynamics CRM Belux

Source: http://www.microsoft.com/belux/nl/dynamics/crm

delivering on market and customer needs
Delivering on market and customer needs

Reach Client

(HTML)

Windows Mobile

BlackBerry

Fully supported

CRM Mobile Express

Originally planned to be released on Codeplex

as shared source.

Plans changed to:

Beta Release: Q3 CY09

Supported Release: Q3 CY09

Available through

TenDigits (marketing alliance)

Rights to promote TD Mobility as part of

MS Marketing materials and messaging

Inclusion in broad CRM & Windows Mobile Campaigns

CRM Mobile Marketing Collateral and demo materials to MS field

TD Release of WM & Yona support by July 31.

TD will adjust current price points to reflect their

expectation for higher volume

Microsoft Confidential

35

slide36
Accelerators

For

Microsoft Dynamics CRM 4.0

accelerators for microsoft dynamics crm
Accelerators for Microsoft Dynamics CRM

Analytics

eService

Event Management

Enterprise Search

Sales Methodologies

Extended Sales Forecasting

CRM Notifications

Business Productivity

accelerators key information
Accelerators: Key Information
  • Accelerators for Microsoft Dynamics CRM 4.0 are released at no cost.
  • However: Review the licensing implications for each one, e.g. if you implement the Portals then you will require an external connector license. Documentation will be provided with each accelerator discussing specific licensing requirements
  • Current status: accelerators in final stages of QA and LCA review
accelerators key information continued
Accelerators: Key Information (Continued…)
  • First group of accelerators expected to be released in the week commencing October 20:
    • eService, Event Management, Extended Sales Forecasting, CRM Notifications and Analytics
  • Remaining accelerators will be released before the end of November:
    • Sales Methodologies, Enterprise Search and Business Productivity
  • Look for further announcements soon!
accelerators key information continued1
Accelerators: Key Information (Continued…)
  • All Accelerators will be available from the Microsoft Dynamics CRM MSDN Dev Center – exact download locations to be communicated soon!
  • Localization strategy is being finalized but MINIMUM commitment is to have 5 accelerators localized in 5 languages: German, Dutch, French, Italian, Danish
  • Non-English versions will be released before the end of CY2008
accelerators key information continued2
Accelerators: Key Information (Continued…)
  • Full Bill of Materials to be released at the time the accelerators are released including:
    • Fact Sheets and Brochures
    • BDM Slide decks
    • TDM Slide decks
    • Videos covering:
      • Demonstration scenarios
      • Installation and configuration on the standard VPC Image and solution architecture overview
      • Localization options
call to action
Call to Action
  • Review the marketing materials once they are posted on Infoweb

Still have questions? Contact me, reubenk!

  • Spread the word! Let your colleagues across Sales, Support and Services know about this great initiative!
  • Invite your partners to the channel LiveMeetings!
crm 5 release pillars
CRM “5” - Release Pillars

Office Class UX

CRM Basics

S+S Platform

Improving the existing functional areas of our CRM application and achieving breakthrough value in these areas by leveraging the advances in the platform.

Progress toward a joint CRM / SharePoint line of business application platform that can be offered as both server and service.  This platform must recognize the strong market demand for model driven development (no-code) while allowing headroom for code-based solutions.

A user experience that is consistent with established Office designs, focused on user productivity, and supported by an application model that gracefully handles the complexity of today’s line of business applications.

62

crm5 release pillars
“CRM5” - Release Pillars

A user experience that is consistent with established Office designs, focused on user productivity, and supported by an application model that gracefully handles the complexity of today’s line of business applications.

Office Class UX

Microsoft Confidential

63

crm 5 release pillars1
CRM “5” - Release Pillars

Improving the existing functional areas of our CRM application and achieving breakthrough value in these areas by leveraging the advances in the platform.

CRM Basics

crm5 release pillars1
“CRM5” - Release Pillars

Progress toward a joint CRM / SharePoint line of business application platform that can be offered as both server and service.  This platform must recognize the strong market demand for model driven development (no-code) while allowing headroom for code-based solutions.

S+S Platform

65

Microsoft Confidential

microsoft dynamics crm roadmap overview
Microsoft Dynamics CRM Roadmap Overview

Microsoft

Dynamics“CRM 5”

Customer-driven innovation

End user productivity and efficiency

CRM extensions

Application platform flexibility

Microsoft

Dynamics

CRM Live“R4”

Microsoft

Dynamics

CRM Live“R3”

Microsoft

Dynamics

CRM Live“R2”

Microsoft Dynamics CRM Live“R1”

New Microsoft Dynamics CRM 5 capabilities

Microsoft

DynamicsCRM 4.0

Multi-languageand more

Online marketingand more

“Open Access”scale-out

Extensions to

Microsoft Dynamics CRM 4.0

2008

2009

slide67

Circle Of Success

Tom Braekeleirs

general concept
General Concept
  • A rewards program for individuals in the channel. (aka Frequent Flyer program)
  • Primarily rewarding sales of VL agreements
    • Higher reward for annuity
    • Higher reward for subscription
  • Also rewarding SA Consumption, Certification, attending training (licensing and product)
  • Web and email communication, claims, rewards, ….
how to earn credits
How to earn Credits

1 Credit = € 0,50

  • Annuity at full 3y value
  • Agreementclaimable 3 monthsaftersales
  • Creditsexpireafter 1y
  • Further:
  • 20 creditsuponregistration
  • 200 creditsuponreaching a newhigher level
  • 10 creditsforrecruitedmember
  • 10 creditsforuploading picture
credit vouchers
Credit Vouchers
  • Vouchers with 20 and 50 Credits are available
    • Allowforout-of-salessystemrewarding of channel partners
    • Examples:
      • Presence at readinessactivities
      • Combinedsales + marketing rewarding
      • FPP/OEM incentives (TBC)
  • Vouchers claimedonCoS website, justlikesales of agreements
member status
Member Status
  • Conditions
  • Registration
  • Benefits
  • First to know
  • Monthly update mail
  • Access to shop forgoodies, gadgets & Gifts (butlittle to spend)
graduate status
Graduate Status
  • Conditions
  • Registration
  • Claim one license agreement
  • Benefits
  • Circle of SuccessGraduate ID
  • First to know
  • Monthly update mail
  • Access to shop forgoodies, gadgets & Gifts
bachelor status
Bachelor status
  • Conditionsfor upgrade:
  • Claim min 3 agreements
  • 2 online trainings in PLC
  • Benefits:
  • Same as Graduate, plus
  • Nicergifts in The Shop
  • Circle of Success Bachelor ID
  • Direct Access to Distributorlicense desk
expert status
Expert Status
  • Conditions for Upgrade:
  • Sell and claim min. 6 annuity agreements
  • Attend 2 product events
  • Attend 1 social event
  • Pass MCP Licensing
  • Benefits:
  • Same as Bachelor, plus
  • Circle of Success Expert ID
  • A free MS software product
  • VIP treatment at events
  • Access to all gifts in The Shop
master status
Master Status
  • Conditions for Upgrade
  • Sell and claim min. 12 annuity agreements
  • Attend 3 product events
  • Attend 2 social events
  • Successfully attend 2 PLC assessments
  • Benefits:
  • Same as Expert, plus
  • Circle of SuccessMaster ID
  • Free Xbox
  • Meet the MS Execs
  • Master of the Yearelection
practicals
Practicals

Gifts are sent to Company

Bought items are sent to home orcompany

Nov 1 start (noretro-activeclaiming > 1 Nov)

Fiscalresponsabilitywith the participant

(getsanoverview of items boughteveryyear)

preview 1
Preview (1)

Personal membership cards

preview 2
Preview (2)

Personal membership cards

slide79

ClosingThoughts

Tom Braekeleirs

are we in synch
Are We In Synch ?
  • PSP / PBP
  • Pipeline & Forecast
  • Partner Recruitment
  • Conflicting business models
  • Joint Business Planning
  • Joint Sales Engagement
  • Partner Collaboration
  • Complementary business models