CRM 101: A Beginner s Guide

Transcription

1 CRM 101: A Beginner s Guide t BKD Technlgies & Micrsft Dynamics CRM Brett Mathews Business Develpment Executive Micrsft Certified Prfessinal CRM Applicatin bmathews@bkd.cm CRM 101: A Beginner s Guide Agenda BKD Technlgies What des CRM d fr me? Why d rganizatins chse Dynamics CRM? High-level lk at Dynamics CRM Sales Custmer service Marketing Dynamics CRM custmer success stries Q & A 2 1

2 BKD Technlgies ERP & CRM Sftware Implementatin Hsted Slutins Sftware Selectin Prject Management Sftware Supprt Strategic Technlgy Planning ERP & CRM Training 3 What Des CRM D Fr Me? 4 Lead management (scial, web, referrals, etc ) Generate & clse mre deals Opprtunity management Win mre pprtunities Accunt management 360 degree client relatinship view Grw existing accunts Cntact management Single surce f truth fr all cntacts Pipeline management (frecasting) Imprve predictability Supprt & ticketing Manage custmer supprt issues effectively Mbility Access CRM frm any device & perating system Digital marketing (nurture ptential leads) Track & cnvert website visitrs Nurture prspects t increase sales funnel XRM 2

3 Why D Organizatins Chse Dynamics CRM? Fully integrated with Micrsft Outlk Leverages ther Micrsft Sftware 5 Office (Excel, PwerPint, Wrd) Sharepint, SQL, Lync, Pwer BI Lw ttal cst f wnership All-inclusive licensing Mbility, business rules & wrkflws included Deplyment ptins On-premise, nline r hsted clud Why D Organizatins Chse Dynamics CRM? Cnfiguratin-based platfrm D-it-yurself r large partner channel Micrsft s R&D fcus Amng fastest grwing CRM prviders 1 Part f Micrsft s fastest grwing prduct in histry (Office 365 & Azure) 2 Phased implementatin apprach Crawl, walk, run Ease f use & adptin Over 90% f rganizatins have existing cntract with Micrsft

4 CRM Overview Accessing Micrsft Dynamics CRM Any Internet brwser (Explrer, Safari, Chrme, Firefx, etc.) Same user experience n PC, tablet r smartphne 7 CRM Demnstratin Overview System Navigatin Sales Leads Opprtunity Accunt Custmer Supprt Cntact Case Reslu n CRM fr Outlk 8 4

5 Dynamics CRM Success Stries T help manage custmer accunts mre effectively, Ball deplyed Micrsft Dynamics CRM Online. Nw, Ball s custmer-facing emplyees & activities are clsely aligned with custmer & cmpany gals & benefit frm glbal, cllabrative accunt management acrss rganizatinal & gegraphical bundaries The Mississippi Department f Mental Health (DMH) strives t make a difference in the lives f Mississippians with mental illness & ther disabilities. T mre effectively engage patients, the DMH deplyed a mbile app running n Micrsft Dynamics CRM As Big Brthers Big Sisters f Canada grew, its case management system was unable t adapt t the evlving needs & unique prcesses f the mvement. It subscribed t Micrsft Dynamics CRM Online & custmized the slutin t supprt service delivery staff. With a new mentr/child matching engine & case management prtcls built n best practices, everyne wrks mre efficiently, while staying 9 fcused // experience directin n child safety 10 5

6 BKD Technlgies Supprt Center Micrsft Dynamics CRM Mnday - Friday, 8 a.m. - 5 p.m. 11 The infrmatin in BKD webinars is presented by BKD prfessinals, but applying specific infrmatin t yur situatin requires careful cnsideratin f facts & circumstances. Cnsult yur BKD advisr befre acting n any matters cvered in these webinars 6

7 Brett Mathews Business Develpment Executive