IBM Global Business Services Microsoft Dynamics CRM solutions from IBM

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1 IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity

2 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and less time on administrative tasks Increase customer loyalty by providing compelling customer service experiences Maximize marketing ROI with tools and capabilities that improve marketing effectiveness Gain from the expertise of IBM a leader in CRM services How well does your current customer relationship management system keep you informed about your customers? The right tools are critical to helping your people enrich each customer s experience, generating increased loyalty and demand. They can also empower your company to manage costs more effectively and improve products and services. With Microsoft Dynamics CRM and IBM services, you can easily create and maintain a clear view of your customers from first contact through purchase and post-sales all while working within the familiar Microsoft technology stack. A leader in CRM and Microsoft Dynamics When you are planning something as significant as a businesswide customer relationship management (CRM) implementation, you need a partner with a proven track record. As one of the world s largest CRM business consulting services organizations, our solution delivery experience is substantial. At IBM, we have helped companies all over the world transform their businesses. We have experience working with a range of clients, from multinationals to corner stores, from manufacturing to finance and as a result, we understand what makes you different. We work with the vendors of leading business applications, bringing our own expertise in implementation and delivery. Unlike smaller regional systems integrators who often find it difficult to manage complex or global projects and struggle with scalability, IBM has the expertise, global presence and scale to help your business grow. Our offerings include application package selection, strategy, change management, implementation and application management services. Because we can add infrastructure services and hardware to the mix, our approach is unique in the market. Add in IBM Global Financing, and an IBM solution can become a truly one-stop shop a great way of minimizing the difficulty and risk inherent in implementing something as complex as a new CRM system. What is your CRM strategy? Do you really know your customers? Can you anticipate their changing needs? How well does your current CRM system keep you informed about them? Does it tell you how they prefer to interact with you or when their preferences change? Does it help you anticipate their shifting needs? More importantly, does your CRM system help you build loyalty, making customers advocates for your brand or will your customers easily move to a competitor? By learning more about their behaviors, you can develop stronger relationships and increase loyalty. While good CRM is crucial for today s businesses, it can be surprisingly difficult to achieve. Many CRM solutions do not provide the technical capabilities needed to establish these important connections. Often, they lack flexibility and don t let you change quickly to adapt to business shifts. Or the CRM application is cumbersome and unfamiliar to use, impacting user adoption.

3 IBM Global Business Services 3 Do more than just manage your customers The right CRM tools can give your people the ability to improve communication, increase their personal impact and work more securely across organizational boundaries. Combined with broadly integrated analytics to improve customer under- and deepen the customer relationship, these tools standing can help your people enrich each customer s experience, helping to generate increased loyalty and demand. They can also help your company manage costs more effectively, improve your products and services, and effectively manage the customer life cycle from marketing to sales to service. Delivering a world-class customer experience begins with your people. When you give them the right tools to boost their productivity and amplify their impact on each customer relationship, you equip your entire organization for success. And that is exactly what Microsoft Dynamics CRM business software implemented by IBM is designed to do. Microsoft Dynamics CRM Microsoft Dynamics CRM is a comprehensive solution for midsize and larger organizations that is designed to help you easily create and maintain a 360 view of your customers from first contact through purchase and post sales. With tools to enhance your company s sales, marketing and customer service processes along with native Microsoft Outlook integration Microsoft Dynamics CRM can deliver a fast, flexible and affordable solution. While the highly intuitive interface and embedded Microsoft Office capabilities improve productivity, the advanced business intelligence, predictive analytics and data visualization capabilities help shorten sales cycles, enhance customer service and achieve real-time insight to make faster decisions. Microsoft Dynamics CRM is highly flexible so you can configure and reconfigure the application at the business analyst level. It also is easy to manage, with features that make it simple for IT administrators to deploy and manage the application, and able to scale flexibly and efficiently across local or global enterprise deployments. There are three primary solutions within the application suite that address the needs of the marketing, sales and customer service areas of your business. Marketing Microsoft Dynamics CRM can help marketing teams drive new business opportunities. It can provide a single system to simplify sales prospecting and cultivation, accelerate product launches, and improve campaign execution. Our solutions make it easier to share market intelligence, create consistent messaging across the enterprise, and capture and manage structured and unstructured customer data within a single system, for a complete view of prospects and customers. And it can help manage marketing costs with improved customer targeting, streamlined content development, and increased field and partner effectiveness.

4 4 Microsoft Dynamics CRM solutions from IBM Sales An integrated, easy-to-use CRM and collaboration solution such as Microsoft Dynamics CRM can help your sales staff improve their success rates. It can accelerate the sales pipeline with more qualified sales leads; track important associations across partners, customers, and pending sales opportunities; enable distributed team selling; make it easier to create high-impact sales proposals; and free up more time to focus on selling. This integrated solution can also automate and improve the accuracy of sales forecasting through dashboard views of key sales metrics and snapshots of critical business indicators. Such automation of routine tasks reduces the cost of sales, increases your sales force s productivity, and reduces training and travel costs. Customer service Microsoft Dynamics CRM delivers a single view of each customer, coupled with integrated, easy-to-use collaboration tools, and can help your staff deliver more responsive service, improve knowledge sharing, and provide proactive customer support. Our integrated solutions help businesses retain customers, enable a higher level of customer service, give customers a single point of contact regardless of the communication channel, and help reduce costs through efficient scheduling and dispatching. These solutions help further contain service costs by improving contact center productivity, reducing issue resolution time, and enabling service delivery through web and mobile services. When customer-facing teams are able to identify, collaborate on and resolve critical customer issues, your organization is in a better position to increase customer satisfaction, loyalty and retention. Winning with customers requires deep customer insight. IBM Global Business Services covers the gamut of CRM transformation capabilities across sales, marketing and service, and can help you design a CRM solution that meets your unique requirements. The top reasons organizations choose Microsoft Dynamics CRM Value: When considering costs including licensing, services, training, deployment, administration and maintenance customers, press and industry analysts regard Microsoft Dynamics CRM as one of the best values in the industry. Productivity: Microsoft Dynamics CRM helps increase productivity and create a connected organization that is equipped to please your customers. The result is a compelling and engaging experience for customers that sets your business apart. Familiarity: Microsoft Dynamics CRM provides you with a powerful set of CRM capabilities within the familiar Microsoft Outlook application. The application works seamlessly with

5 IBM Global Business Services 5 Microsoft Outlook and Microsoft Office productivity tools so your CRM professionals do not have to learn new applications and can be instantly productive. Business insights: Microsoft Dynamics CRM provides users with a multitude of business intelligence and data visualization capabilities that they can use to instantly get accurate, up-to-date information including sales forecasts, targets, quotas, customer buying patterns and promotions to drive sales growth. Global availability: With Microsoft Dynamics CRM, you can provide your teams around the world with integrated, yet localized tools, to help them to communicate, collaborate and drive global results. Innovation: Microsoft Dynamics CRM is recognized for category-leading capabilities by industry analysts Gartner 1 and Forrester. 2 Extended CRM: In addition to their relationship with customers, organizations need to manage and maximize other critical relationships with partners, suppliers and contractors, to name a few. Microsoft Dynamics CRM can be easily customized to support these extended CRM scenarios at no additional fee. A one-stop-shop partner for costeffective CRM With our deep domain consulting expertise and project management skills, IBM is the ideal implementation partner for Microsoft Dynamics CRM. After working with many hundreds of companies across the world, both large and small, we understand CRM. In fact, IBM is one of the largest CRM consulting practices in the world. Year after year, IBM is identified as a leading player by analyst groups including Gartner who has ranked IBM in the CRM Leaders quadrant for the past nine consecutive years. 3 Our long-standing relationship with Microsoft has resulted in an extensive Microsoft consulting practice, making us one of their largest global partners. We have been a member of the Microsoft Certified Partner program since 1995 and have several thousand dedicated Microsoft Certified consultants and technology professionals. All of this makes IBM the perfect partner to help you implement a Microsoft Dynamics CRM solution that can help your organization grow and be more profitable year after year. IBM also offers: Application package selection services to accelerate the selection process through proven methodologies, templates and benchmark data that provide an objective approach to evaluating vendors offerings. Microsoft enterprise architecture services to help you assess your Microsoft architecture, understand how applications can be integrated, and leverage new techniques in architecture development to simplify, streamline and optimize your Microsoft environment. Business intelligence strategy, services, related tools and frameworks to enable your organization to make better decisions. Custom application development services using Microsoft technologies and proven IBM application development methods, tools, and techniques to provide new business capabilities. Microsoft product solutions to design and implement SharePoint, SQL and BizTalk solutions that optimally address your business needs. Application management services to manage your Microsoft technology stack. Our application management services include those for Microsoft Dynamics CRM, Microsoft Dynamics AX, Microsoft SharePoint Server, Microsoft Business Intelligence, Microsoft Office Communications Server, Microsoft BizTalk, and custom Microsoft.NET applications.

6 For more information To learn more about Microsoft Dynamics AX solutions from IBM, please contact your IBM representative or visit: ibm.com/microsoft Additionally, IBM Global Financing can help you acquire the IT solutions that your business needs in the most cost-effective and strategic way possible. We ll partner with credit qualified clients to customize an IT financing solution to suit your business goals, enable effective cash management, and improve your total cost of ownership. IBM Global Financing is your smartest choice to fund critical IT investments and propel your business forward. For more information, visit: ibm.com/financing Copyright IBM Corporation 2011 Route 100 Somers, NY Produced in the United States of America October 2011 All Rights Reserved IBM, the IBM logo, ibm.com and Global Business Services are trademarks of International Business Machines Corporation in the United States, other countries or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol ( or TM), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the web at Copyright and trademark information at ibm.com/legal/copytrade.shtml Microsoft, Windows, Windows NT, the Windows logo,.net Framework, Dynamics, SharePoint and BizTalk are trademarks of Microsoft Corporation in the United States, other countries, or both. Other company, product or service names may be trademarks or service marks of others. 1 Gartner Magic Quadrant for CRM Customer Service Contact Centers, April Gartner Magic Quadrant for Sales Force Automation (SFA), July The Forrester Wave: CRM Suites Customer Service Solutions, July The Forrester Wave : CRM Suites for Midsized Organizations, June The Forrester Wave : CRM Suites for Large Organizations, June Gartner Magic Quadrant for CRM Service Providers, Europe, September Gartner Magic Quadrant for CRM Service Providers, North America, August 2010 Please Recycle GBB14017-USEN-00

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