CRM: Retaining Your Customers: Preventing Your Competitors

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1 CRM: Retaining Your Customers: Preventing Your Competitors Krittapon Victor Indarakris Founder & CEO Blue Intelligence (Thailand) Co., Ltd. October 30, 2007 Microsoft CRM October 30 th,

2 Core Microsoft CRM Functions Core CRM Modules Sales Opportunities Sales Processes Competitor Sale Literature Marketing Campaign Activities Target List Campaign Response Customer Service Contracts Service Cases/SLA Knowledge Base Service Scheduling 2

3 Core Microsoft CRM Functions Microsoft CRM for Outlook Native client for Sales, Service and Marketing Microsoft CRM Desktop Client for Microsoft Office Outlook Customer Account Contact Activity management Phone call activities Fax activities activities Appointments Service appointments Campaign responses Core Microsoft CRM Functions Workflow Automate business processes Activity workflow Custom entity workflow Extensible conditions and actions Application Customization Customize and rename objects Customize CRM activities Create new custom entities Forms, views and schemas Client-side events & scripting Reporting and Analysis Contextual report generation SQL Server Reporting Services Dynamic Microsoft Excel integration SharePoint Web parts and dashboard 3

4 Marketing Marketing list management List creation List import Campaign management Plan campaigns Execute campaigns Track responses Monitor results Quick campaigns Create a list Define an activity Choose a timeline Campaign response management Improve lead handling Automatically route leads Marketing Intelligence Identify sales trends Forecast future sales performance: Build customer loyalty Marketing Process Sales Microsoft Outlook integration Complete customer view Lead routing and management Opportunity management Sales process management Product catalog Order management (quotes, orders, and invoices) Territory management Reports Sales literature Competitor tracking Workflow Correspondence and mail merge Integration with Microsoft Sales Process 4

5 CRM Channels Integration Campaign & Marketing Data Integration 11/2/2007 Service Native Microsoft Outlook experience Case management Service requests Queuing Routing and workflow Searchable knowledge base Contract management management (includes auto-response ) Product catalog Reports Service appointment activities Services, facilities, and equipment Service scheduling engine Global service calendar Service Process Proposed CRM Solution Overview Collaboration CRM Operational CRM Analytical CRM Delivery Channels Call Center Microsoft CRM Solution Microsoft CRM Clients CRM Web Client CRM Mobile Client Business Intelligence Solutions BI Clients Branch Fax Internet Phone/ Mobile Blue intelligence Enterprise CRM for Insurance Services Sales Prospect Opportunity Sales Literature Competitor Analysis Service Service Workflow Assignment Incident Knowledge Encyclopedia Marketing Campaign Leads Leads Generation Marketing Lists Customer Segmentation Customer Analysis Profitability Analysis Marketing Automation Cross/Up Sell Analysis Product Analysis Data Mining Analytical Reporting CRM Database CRM MetaData Sales & Marketing Data Mart Enterprise Integration Hub Core Systems Data Warehouse Data Warehouse Data Warehouse 5

6 Thank you very much 6

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