Microsoft Dynamics CRM
Microsoft Dynamics CRM offers fast, flexible data management that businesses can use to automate workflows and synchronize efforts across their teams. It gives them a 360-degree view of customer interactions and sales opportunities, so they can plan and carry out more effective marketing campaigns — and more effectively measure the results.
Business Development and Decision Support: Microsoft CRM can provide a 360-degree view of all company relationships. This includes all past and existing interactions, plus future prospects. This historical, data-driven perspective allows a company to not only generate solid sales leads, but to also pursue new business opportunities in a targeted and more efficient manner. Additionally, Microsoft CRM enables enhanced drill-down into data for analytical purposes that identify trends and new business opportunities. These efficiencies drive sales and marketing efforts as well as corporate strategy.
Integration: Microsoft CRM enables applications to synergistically foster improved collaboration across all areas of business. It’s built on the Microsoft .NET framework and integrates seamlessly with an installed base of Microsoft solutions like Microsoft Office SharePoint Server and Microsoft Office Communications Server, in addition to Exchange Server, Office Communicator and other productivity tools. The existing broad knowledge base around these applications and the familiar interface will speed up user adoption rates and time-to-value.
Customer Service and Retention: Managers can use business data to make your customer relations more efficient and productive. The CRM functionalities within Microsoft CRM closely connect to other technologies already in place, bringing together data that sales people can use to quickly help customers. Marketing campaign results can be assessed by pulling together data on responses, sales and services delivered. Exposure to human error from manual data entry is reduced through the institution of data governance protocols resulting in cleaner databases.
Streamlined Processes: When your employees use Microsoft CRM, they can work within a familiar framework using tools they’re comfortable with. This helps reduce the learning curves associated with having to use disparate software tools. Consolidated and centralized customer data also eases information retrieval and spares employees from having to pull data together manually from multiple sources. All of which means that your company can streamline business processes around its sales automation, contract administration and services portfolio functions.
Microsoft Dynamics CRM 2011 has five different modules: workplace, sales, marketing, service, and settings. These modules are designed to help users achieve tangible, consistent progress in everyday business processes. Each module has its own function, and is integral to the effectiveness of Dynamics CRM 2011. This entry will focus on the sales module. The sales module is, quite simply, everything sales. With it, salespeople and managers can access and see all of their sales processes, monitor leads, opportunities, quotes, orders, and invoices.
The sales process starts with leads. Leads are potential customers that are not yet qualified in your system. Upon qualification of a lead, users can convert it into an account, contact, and opportunity.
- The opportunity is a place to build a potential sale. Line items can be easily attached to the opportunity, and amounts can be write-in or pulled from a product catalog. Sales stages that work in tandem with Microsoft CRM’s robust workflow engine can be setup to drive activity and close deals.
- Quotes can be generated from the opportunity, which automatically pull in all of the opportunity details. These quotes can then be pushed into word via a mail merge, they can be e-mailed directly to the customer through an e-mail template, or they can be generated into a highly customizable SSRS report.
- After the quote has gone out, orders and invoices can be generated from the opportunity that can be made to integrate with your accounting system to complete the sales cycle.
Those familiar with the Microsoft Office 2007 or 2010 line of products will quickly find the user interface of Dynamics CRM 2011 a familiar one. It utilizes the Office Ribbon, which boasts contextual actions for the user’s present task. The ribbon updates itself with the appropriate actions as the user navigates through various areas in CRM 2011, like the sales module for example.
Segment customer lists into distinct benefit groups and then market to one or more of the identified segments using a workflow-driven model. With Microsoft Dynamics CRM , your marketing professionals can leverage tools for:
- Use Microsoft CRM marketing to Plan More Proactively. Transform customer information into clear, actionable knowledge thanks to deep analytics that enable your company to respond quickly to changing customer preferences and emerging market opportunities.
- Gain a Clear View of the Customer. Gain a clear, 360-degree view of the customer with access to deep segmentation based on comprehensive customer, sales, and demographic information.
- Get Your Marketing Mix Right. Use reporting and analysis features to evaluate the performance of your print, email, online, and other marketing efforts so that you can concentrate on your most effective marketing channels.
- Manage Work More Easily. Provide your marketers with customer relationship management (CRM) functionality as a natural extension of Microsoft® Office Outlook, so they can manage customer e-mail, appointments, tasks, and contacts from a single business application. Create marketing communications quickly with Microsoft Office Word Mail Merge.
- Execute Smarter Campaigns. Use intelligent list and segmentation features within Microsoft CRM marketing to reach prospective customers, retain existing customers, and transform successful campaigns into templates that can easily be re-used.
- Deliver Superior Customer Service. Utilise multiple interaction channels, including phone calls, email messages, in-person communications, and self-service Web sites to quickly create, manage, and resolve service issues. Use streamlined access to cases, customer history, Service Level Agreements (SLAs) and a powerful Knowledge Base to support customers effectively and productively. Enable customer service representatives to create a more consistent service experience using agent scripting provided through Windows Workflow Foundation or integrated third party products.
- Manage Work More Efficiently. Create a productive work environment for your customer service representatives with Microsoft CRM. Whether implemented through Microsoft Office SharePoint Server, within the context of a contact center agent desktop, or as a natural extension of Microsoft Outlook, Microsoft CRM can help your business to productively manage customer incidents, service contacts, and knowledge from a single, scalable business application. With the familiar Microsoft CRM interface, your business can quickly bring new service representatives up to speed while reducing training costs.
- Automate Service Processes. Assign, manage, and resolve support incidents with automated routing, queuing, and escalation of service requests, along with case management, communications tracking, and auto-response email. Use Windows® Workflow Foundation to create and execute robust service processes that span the customer service organisation. For enterprises seeking to make service a core competency of their organisation, Microsoft CRM can extend throughout the customer value chain to include other departments or areas of the business, as well as partner and supplier organisations.