M3 Customer Lifecycle Management (CLM) Ole Rasmussen Senior Director of Product Management

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1 M3 Customer Lifecycle Management (CLM) Ole Rasmussen Senior Director of Product Management 1

2 Customer Lifecycle Management Agenda Background Solution Demo Solution stack Get moving Pre-requisites Summary 2

3 Do you know your customers? Traditionally CRM has been seen separated from the main business processes First generation CRM was stand-alone or lightly integrated The value of CRM comes from the data you put into the system Infor M3 core already contains extensive CRM related data Infor M3 contains all the business transactions with your customers A modern sales organization works integrated and collaboratively The field team shares information with front office that works together with backoffice We are connected through our mobile personal devices Infor M3 CLM manages your customer relations with a holistic view of the relationship over time 3

4 M3 Customer Lifecycle Management M3 CLM is next generation CRM solution for M3 M3 CLM delivers best in class CRM for M3 Industries M3 CLM delivers a truly holistic view of your customers M3 CLM is available anytime anywhere M3 CLM is flexible and easy to adopt With M3 CLM, you work collaboratively in real time M3 CLM is part of our complete Industry solutions 4

5 M3 Customer Lifecycle Management Work with your prospects, customers, contacts, activities, opportunities, quotations, orders, deliveries, financial statistics, etc. Wherever, whenever, in collaboration with all your co-workers 5

6 M3 CLM Functional Overview Quote & Order Mgmgt Opportunity Quotations Equipment Quotations Rental Quotations Parts Quotations Equipment Management Equipment in the Field Equipment Responsibility Warranties Agreements Maintenance Meters Service History CLM 360 Customer Info Customer Management Contact Management Opportunity Management Project Management Issue Management Object Management Activity Management Sales-Budget/Prognosis Sales Statistics Dashboards CRM Analytics Customer/Sales Rep KPI s Ad-hoc Reporting Standard Reports Exchange/Notes Integration Calendar Inbound & Outbound Address Book Campaign Management Lead Generation/Tracking Target Group Selection Mail Merging Budgeting 6

7 Customer Lifecycle Management Your Desk Your Your Mobile Invoices Accounts Orders Agreements Know Your Customers Customer Dashboards Opportunity Management Contact Management Activity Management Equipment Service Performance KPIs Master Data 7

8 Infor M3 CLM Processes Lead / Demand Account Management Sales Activity Planning Opportunity/ Pipeline Management Follow up & Reporting Quotation Order Delivery/ Invoice M3 Business Engine 8

9 Infor M3 CLM Functionality Import Auto assign Territory Mngt Campaigns Target Groups Campaign Activities White spaces Lead / Demand Account Management Sales Activity Planning Opportunity/ Pipeline Management Follow up & Reporting Information Segmentation Contacts Communication Interest codes Relationships Organization Sales Statistics Territory Mngt Appointments/Tasks Activity Planning Account Plans Calendar Integration Mail Integration Budgeting Etc. Value Competitors Projects Probability Close date Quotes Dashboards Filters Selections Exports CRM Analytics KPIs, Process Efficiency 9

10 Customer Centric Dashboard Deep-dive on customer The customer Search Edit/create and filter from dashboard My Customers Dynamic filters and graphs Details Opportunities Activities Contacts with drill down and export Dashboards for Sales Rep, Sales Manager perspective All customizable, and controlled by role 10

11 Demo 11

12 CLM Solution Stack Front-end (User Experience) Mail / ActiveSync Android devices ios devices REST services ISO desktop Thin Client SOAP services Outlook Services middle-tier (SOA) Infor M3 CLM services M3 BE Role and form factor driven Infor Grid and Event Hub IES / DAF Microsoft Exchange Server Lotus Notes Server Back-end (Data) Config & Admin tools CLM M3 BE 13

13 Key Differentiators CLM is built for Infor M3 customers and the Infor M3 target industries. CLM is integrated with M3 ERP in a unique way to deliver a truly holistic view of your customers and prospects. CLM delivers faster value since it builds on top of your M3 investment CLM is 360 degrees customer centric CLM contains industry specific functionality including the CLM for Equipment extension, which provides equipment centric Dashboards and integration with the M3 equipment quotation process. 14

14 Time to Move to CLM from M3 SMS Move to a brand new platform Move to a familiar solution Move to an enhanced feature set Move to a new modern solution as part of your maintenance Move to new capabilities Move your SMS data to CLM 15

15 CLM Prerequisites CLM is supported for M (not equipment) and M3 13.x CLM for Equipment requires M3 13.x Always confer release notes for exact requirements Strongly Recommended components Document Archive Foundation Mashup Designer Recommended components Enterprise Search 16

16 Summary CLM is integrated CRM CLM has deep Equipment specific functionality CLM is built for Infor M3 CLM builds on key Infor M3 technologies CLM is available anytime anywhere CLM drives sales through collaboration CLM is developed and supported by Infor 17

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