SlideShare uma empresa Scribd logo
1 de 59
Baixar para ler offline
MIcrosoft Dynamics CRM 2013 - Deep Dive
Session agenda
Buyer 2.0 trends are shaping the new sales
team
Today’s buyer
• Does their own research
• Favors peer group
recommendations
• Has high expectations
• Holds the power

48% followed industry

Before a supplier is engaged…

conversations on the topic

57%

of an average B2B
purchase is complete

37% posted questions on social

networking sites looking for feedback

59% engaged with a peer

More than

10 sources have

been consulted

who had addressed the challenge
DemandGen Report, “Breaking out of the Funnel”

CEB, The New High Performer Playbook, Arlington VA, 2012
Microsoft Dynamics CRM makes business
personal
• Simple and immersive interface that salespeople love to use
• Personalized, efficient and familiar experiences
• Embedded process, based on proven best selling practices

• Agile processes that can be tailored to each business
• Deep insight into market conditions, prospects and customers
• Navigate the customer’s buying chain effectively through social
prospecting
• Data visualization gives sales leaders visibility into key metrics and
trends
• Anywhere access to the people and resources needed for success
• Real-time internal and external collaboration with rich
communication tools

• Content and expertise sharing to help teams win together
• Social networking tools in business context
MIcrosoft Dynamics CRM 2013 - Deep Dive
Experience designed for people






People-first design

•

•

•
New navigation model


Simplified Navigation

Simplified Navigation
Simplified Navigation
Flat User Interface – No pop ups!
Recently viewed records at your fingertips
Enter data “on-the-fly” with Quick Create
Quick Create Forms
New command bar
Auto-Save
Image
Type
Field
Portable Business Logic
Quick View Forms (From Other Entities)
MIcrosoft Dynamics CRM 2013 - Deep Dive
Business Process – standardize on best
practices










According to CSO Insights,

companies that adopt a
dynamic sales process show a
19% increase in quota

attainment over companies
that do not.
What it looks like
Business process-centric experience






Personalized sales process




Real Time Workflows – (Synchronous)
In the example below, when an opportunity is over $25,000, the Size of the opportunity is set to strategic.
In Line Controls
Industry Templates







Industry Templates (cont.)







MIcrosoft Dynamics CRM 2013 - Deep Dive
Turn action into insight





Insideview Integration
Insideview – Actionable Intelligence












Yammer - Collaboration
MIcrosoft Dynamics CRM 2013 - Deep Dive
Stay productive on the go






Adopt Microsoft Dynamics CRM on touch devices
to:
• Quickly mobilize your sales force
• Create a competitive differentiator
• Attract and retain sales talent
MIcrosoft Dynamics CRM 2013 - Deep Dive
Team selling through social connections
•
•
•
Social Pane
Social on all activities
Q&A
MIcrosoft Dynamics CRM 2013 - Deep Dive
MIcrosoft Dynamics CRM 2013 - Deep Dive
Everyone is connected, everywhere, all the time

>4.5 billion

>400 million

people on social

tweets per day about product,
services, and brands

>6.8 billion
on mobile

150
average number of times a
person checks their phone
each day
Every touch point matters

Reputation…

Shopping…

References…

Search…

Reviews…

Ads…

Engagement…

Likes…

Service…
Customers know everything

products

customers

competitors

service

employees

brand
Decisions are made before you can even engage

Customers are

57%

70%

through the sales
cycle before they talk
to you

For complex sales
cycles *

* http://partnersinexcellenceblog.com/70-of-buying-process-completed-without-sales-invovlement/
Companies must adapt to the new customer journey
A New Paradigm for Delivering Amazing Experiences
Microsoft Dynamics CRM built to help you meet customer needs

People-first experience
designed to bring you
closer to your customers

Pervasive connections
and communications
inside and outside the
organization

Personal experiences
delivered across every
interaction and
engagement
Pervasive connections

•

•

•
Personal experience

•

•
Reimagine how you market

•

•

•
Reimagine how you market

“We increased our
volume of business
by more than
150%.”

75%
average cost reduction *

243%
risk-adjusted ROI over
3 years **

Bill Elliott
President and CEO
Access MediQuip

*Smead reduces costs by 75 percent by switching from SFDC to Dynamics
** The Total Economic Impact of Microsoft Dynamics CRM 2011, Forrester Research
Reimagine how you sell

•

•

•
Reimagine how you sell

“Using Dynamics CRM,
we can do more team
selling and cross-selling
across our business
groups to offer customers
the best fit of services.”

246%
increase in user
adoption *

50%
acceleration of sales
conversion cycle **

Vicki Burton
Director of CRM
CSX

Easy-to-use CRM system spurs employee data tracking, improves information accuracy
The Total Economic Impact of Microsoft Dynamics CRM 2011, Forrester Research
Reimagine how you care

•

•

•
Reimagine how you care

“We used Microsoft Dynamics
CRM to personalize our fan
experience. It provides our
staff the right tools and
knowledge to create
memorable guest
experiences.”

95%
customer satisfaction
rate *

75%
reduction in average
time for issue resolution
*

Scott Loft
VP of Ticket Sales
Oklahoma City Thunder - NBA Team

* Microsoft Dynamics CRM helps insurance firm improve sales efficiency and customer care
Customer success
Built for customer experience

Mais conteúdo relacionado

Mais procurados

Microsoft Dynamics CRM 2015 Pre-sales Presentation Material
Microsoft Dynamics CRM 2015 Pre-sales Presentation MaterialMicrosoft Dynamics CRM 2015 Pre-sales Presentation Material
Microsoft Dynamics CRM 2015 Pre-sales Presentation MaterialAileen Gusni
 
Services In Microsoft Dynamic CRM
Services In Microsoft Dynamic CRM Services In Microsoft Dynamic CRM
Services In Microsoft Dynamic CRM Naveen Kumar
 
Microsoft dynamic crm demo
Microsoft dynamic crm   demoMicrosoft dynamic crm   demo
Microsoft dynamic crm demoPrettyDarnGood
 
Microsoft dynamics-crm-online-overview-ppt
Microsoft dynamics-crm-online-overview-pptMicrosoft dynamics-crm-online-overview-ppt
Microsoft dynamics-crm-online-overview-pptMohammed Badruddin
 
Microsoft Dynamics CRM - Sales Solutions
Microsoft Dynamics CRM - Sales SolutionsMicrosoft Dynamics CRM - Sales Solutions
Microsoft Dynamics CRM - Sales SolutionsNerea
 
Dynamics Day 2015: Dynamics CRM Roadmap
Dynamics Day 2015: Dynamics CRM RoadmapDynamics Day 2015: Dynamics CRM Roadmap
Dynamics Day 2015: Dynamics CRM RoadmapIntergen
 
Sales with microsoft dynamics crm 2016
Sales with microsoft dynamics crm 2016Sales with microsoft dynamics crm 2016
Sales with microsoft dynamics crm 2016Claudia Selle
 
Microsoft Dynamics 365 and why you need it NOW!
Microsoft Dynamics 365 and why you need it NOW!Microsoft Dynamics 365 and why you need it NOW!
Microsoft Dynamics 365 and why you need it NOW!David Blumentals
 
Sales Performance for Microsoft Dynamics CRM
Sales Performance for Microsoft Dynamics CRMSales Performance for Microsoft Dynamics CRM
Sales Performance for Microsoft Dynamics CRMHeath Turner
 
Dynamics CRM Harsha PPT
Dynamics CRM Harsha PPTDynamics CRM Harsha PPT
Dynamics CRM Harsha PPTHarsha T
 
SynapseIndia discusses factors which makes microsoft dynamic crm a preferred ...
SynapseIndia discusses factors which makes microsoft dynamic crm a preferred ...SynapseIndia discusses factors which makes microsoft dynamic crm a preferred ...
SynapseIndia discusses factors which makes microsoft dynamic crm a preferred ...SynapseIndia
 
Microsoft Dynamics CRM - Customization and Configuration Training Online Cour...
Microsoft Dynamics CRM - Customization and Configuration Training Online Cour...Microsoft Dynamics CRM - Customization and Configuration Training Online Cour...
Microsoft Dynamics CRM - Customization and Configuration Training Online Cour...Little Logic
 

Mais procurados (20)

Microsoft Dynamics CRM 2015 Pre-sales Presentation Material
Microsoft Dynamics CRM 2015 Pre-sales Presentation MaterialMicrosoft Dynamics CRM 2015 Pre-sales Presentation Material
Microsoft Dynamics CRM 2015 Pre-sales Presentation Material
 
Services In Microsoft Dynamic CRM
Services In Microsoft Dynamic CRM Services In Microsoft Dynamic CRM
Services In Microsoft Dynamic CRM
 
Microsoft dynamic crm demo
Microsoft dynamic crm   demoMicrosoft dynamic crm   demo
Microsoft dynamic crm demo
 
First Look of MS Dynamics 365 and Its Release Date
First Look of MS Dynamics 365 and Its Release Date First Look of MS Dynamics 365 and Its Release Date
First Look of MS Dynamics 365 and Its Release Date
 
Microsoft dynamics-crm-online-overview-ppt
Microsoft dynamics-crm-online-overview-pptMicrosoft dynamics-crm-online-overview-ppt
Microsoft dynamics-crm-online-overview-ppt
 
Microsoft Dynamics CRM - Sales Solutions
Microsoft Dynamics CRM - Sales SolutionsMicrosoft Dynamics CRM - Sales Solutions
Microsoft Dynamics CRM - Sales Solutions
 
Dynamics 365 for financials
Dynamics 365 for financials Dynamics 365 for financials
Dynamics 365 for financials
 
Microsoft Dynamics Erp
Microsoft Dynamics ErpMicrosoft Dynamics Erp
Microsoft Dynamics Erp
 
Dynamics Day 2015: Dynamics CRM Roadmap
Dynamics Day 2015: Dynamics CRM RoadmapDynamics Day 2015: Dynamics CRM Roadmap
Dynamics Day 2015: Dynamics CRM Roadmap
 
Sales with microsoft dynamics crm 2016
Sales with microsoft dynamics crm 2016Sales with microsoft dynamics crm 2016
Sales with microsoft dynamics crm 2016
 
Microsoft dynamics
Microsoft dynamicsMicrosoft dynamics
Microsoft dynamics
 
Microsoft Dynamics 365 for sales
Microsoft Dynamics  365 for sales Microsoft Dynamics  365 for sales
Microsoft Dynamics 365 for sales
 
Microsoft Dynamics 365 and why you need it NOW!
Microsoft Dynamics 365 and why you need it NOW!Microsoft Dynamics 365 and why you need it NOW!
Microsoft Dynamics 365 and why you need it NOW!
 
Sales Performance for Microsoft Dynamics CRM
Sales Performance for Microsoft Dynamics CRMSales Performance for Microsoft Dynamics CRM
Sales Performance for Microsoft Dynamics CRM
 
Dynamics CRM Harsha PPT
Dynamics CRM Harsha PPTDynamics CRM Harsha PPT
Dynamics CRM Harsha PPT
 
SynapseIndia discusses factors which makes microsoft dynamic crm a preferred ...
SynapseIndia discusses factors which makes microsoft dynamic crm a preferred ...SynapseIndia discusses factors which makes microsoft dynamic crm a preferred ...
SynapseIndia discusses factors which makes microsoft dynamic crm a preferred ...
 
8 ways ms dynamic 365 empowers digital transformation
8 ways ms dynamic 365 empowers digital transformation8 ways ms dynamic 365 empowers digital transformation
8 ways ms dynamic 365 empowers digital transformation
 
Best Addons for Dynamics 365 crm
Best Addons for Dynamics 365 crmBest Addons for Dynamics 365 crm
Best Addons for Dynamics 365 crm
 
Dynamics 365
Dynamics 365Dynamics 365
Dynamics 365
 
Microsoft Dynamics CRM - Customization and Configuration Training Online Cour...
Microsoft Dynamics CRM - Customization and Configuration Training Online Cour...Microsoft Dynamics CRM - Customization and Configuration Training Online Cour...
Microsoft Dynamics CRM - Customization and Configuration Training Online Cour...
 

Destaque

Introduction to Customization in dynamics crm 2016
Introduction to Customization in dynamics crm 2016Introduction to Customization in dynamics crm 2016
Introduction to Customization in dynamics crm 2016Firoz Muhammed
 
Dynamics CRM - how to succeed
Dynamics CRM - how to succeedDynamics CRM - how to succeed
Dynamics CRM - how to succeedKristian Svantorp
 
Visual studio 2015 - Application Insights
Visual studio 2015 - Application InsightsVisual studio 2015 - Application Insights
Visual studio 2015 - Application InsightsDelta-N
 
Sales Process and Quick Introduction to CRM
Sales Process and Quick Introduction to CRMSales Process and Quick Introduction to CRM
Sales Process and Quick Introduction to CRMAhmad Fahim
 
Dynamics Day 2014: Microsoft Dynamics CRM - Roadmap
Dynamics Day 2014: Microsoft Dynamics CRM - RoadmapDynamics Day 2014: Microsoft Dynamics CRM - Roadmap
Dynamics Day 2014: Microsoft Dynamics CRM - RoadmapIntergen
 
HPMC12: Avanade - Multi-Channel Marketing Engine
HPMC12: Avanade - Multi-Channel Marketing EngineHPMC12: Avanade - Multi-Channel Marketing Engine
HPMC12: Avanade - Multi-Channel Marketing EngineAccenture the Netherlands
 
What's new in ASP.NET vNext
What's new in ASP.NET vNextWhat's new in ASP.NET vNext
What's new in ASP.NET vNextGunnar Peipman
 
TechX Azure 2015 - Application Insights
TechX Azure 2015 - Application InsightsTechX Azure 2015 - Application Insights
TechX Azure 2015 - Application InsightsAndreas Hammar
 
CX in insurance, Microsoft Dynamics
CX in insurance, Microsoft DynamicsCX in insurance, Microsoft Dynamics
CX in insurance, Microsoft DynamicsStuart Pringle
 
Sales Force Automation
Sales Force AutomationSales Force Automation
Sales Force AutomationSahana Bose
 
Microsoft Dynamics CRM 2011 Walkthrough Part 2
Microsoft Dynamics CRM 2011 Walkthrough Part 2Microsoft Dynamics CRM 2011 Walkthrough Part 2
Microsoft Dynamics CRM 2011 Walkthrough Part 2Jukka Niiranen
 

Destaque (15)

Introduction to Customization in dynamics crm 2016
Introduction to Customization in dynamics crm 2016Introduction to Customization in dynamics crm 2016
Introduction to Customization in dynamics crm 2016
 
SAP License Services by Crayon Software Experts
SAP License Services by Crayon Software ExpertsSAP License Services by Crayon Software Experts
SAP License Services by Crayon Software Experts
 
CRM Meets the Sales Process
CRM Meets the Sales ProcessCRM Meets the Sales Process
CRM Meets the Sales Process
 
Dynamics CRM - how to succeed
Dynamics CRM - how to succeedDynamics CRM - how to succeed
Dynamics CRM - how to succeed
 
Visual studio 2015 - Application Insights
Visual studio 2015 - Application InsightsVisual studio 2015 - Application Insights
Visual studio 2015 - Application Insights
 
Sales Process and Quick Introduction to CRM
Sales Process and Quick Introduction to CRMSales Process and Quick Introduction to CRM
Sales Process and Quick Introduction to CRM
 
Dynamics Day 2014: Microsoft Dynamics CRM - Roadmap
Dynamics Day 2014: Microsoft Dynamics CRM - RoadmapDynamics Day 2014: Microsoft Dynamics CRM - Roadmap
Dynamics Day 2014: Microsoft Dynamics CRM - Roadmap
 
HPMC12: Avanade - Multi-Channel Marketing Engine
HPMC12: Avanade - Multi-Channel Marketing EngineHPMC12: Avanade - Multi-Channel Marketing Engine
HPMC12: Avanade - Multi-Channel Marketing Engine
 
What's new in ASP.NET vNext
What's new in ASP.NET vNextWhat's new in ASP.NET vNext
What's new in ASP.NET vNext
 
Website monitoring with Application Insights
Website monitoring with Application InsightsWebsite monitoring with Application Insights
Website monitoring with Application Insights
 
TechX Azure 2015 - Application Insights
TechX Azure 2015 - Application InsightsTechX Azure 2015 - Application Insights
TechX Azure 2015 - Application Insights
 
CX in insurance, Microsoft Dynamics
CX in insurance, Microsoft DynamicsCX in insurance, Microsoft Dynamics
CX in insurance, Microsoft Dynamics
 
Sales Force Automation
Sales Force AutomationSales Force Automation
Sales Force Automation
 
Microsoft Dynamics CRM 2011 Walkthrough Part 2
Microsoft Dynamics CRM 2011 Walkthrough Part 2Microsoft Dynamics CRM 2011 Walkthrough Part 2
Microsoft Dynamics CRM 2011 Walkthrough Part 2
 
Ms dynamics nav
Ms dynamics navMs dynamics nav
Ms dynamics nav
 

Semelhante a MIcrosoft Dynamics CRM 2013 - Deep Dive

What's New in Microsoft Dynamics CRM 2013
What's New in Microsoft Dynamics CRM 2013What's New in Microsoft Dynamics CRM 2013
What's New in Microsoft Dynamics CRM 2013Naveed Saqib
 
Microsoft CRM xRM4Legal 2014 Whats New
Microsoft CRM xRM4Legal 2014 Whats NewMicrosoft CRM xRM4Legal 2014 Whats New
Microsoft CRM xRM4Legal 2014 Whats NewDavid Blumentals
 
Reimagining with Enterprise Social
Reimagining with Enterprise SocialReimagining with Enterprise Social
Reimagining with Enterprise SocialMicrosoft
 
Ask questions and share advice on Twitter!
Ask questions and share advice on Twitter!Ask questions and share advice on Twitter!
Ask questions and share advice on Twitter!Act-On Software
 
Campaign & Lead Attribution: CRM Concepts for the Manufacturing Marketer
Campaign & Lead Attribution: CRM Concepts for the Manufacturing MarketerCampaign & Lead Attribution: CRM Concepts for the Manufacturing Marketer
Campaign & Lead Attribution: CRM Concepts for the Manufacturing MarketerFathom Manufacturing
 
Brent leary social crm - london
Brent leary   social crm - londonBrent leary   social crm - london
Brent leary social crm - londonBrent Leary
 
Has Marketing Killed the Salesman Star?
Has Marketing Killed the Salesman Star? Has Marketing Killed the Salesman Star?
Has Marketing Killed the Salesman Star? Laura Farbo
 
Has marketing killed the salesman star?
Has marketing killed the salesman star?Has marketing killed the salesman star?
Has marketing killed the salesman star?Laura Farbo
 
New ibm digital experience e book grow your business with ibm digital exper...
New ibm digital experience e book   grow your business with ibm digital exper...New ibm digital experience e book   grow your business with ibm digital exper...
New ibm digital experience e book grow your business with ibm digital exper...Roberto Candida
 
The Connected Enterprise
The Connected EnterpriseThe Connected Enterprise
The Connected Enterprisemesh group
 
B2B Health Check: 5 Steps to eCommerce Fitness [WEBINAR]
B2B Health Check: 5 Steps to eCommerce Fitness [WEBINAR]B2B Health Check: 5 Steps to eCommerce Fitness [WEBINAR]
B2B Health Check: 5 Steps to eCommerce Fitness [WEBINAR]Four51, Inc.
 
Oracle Social CRM Applications Strategy Overview And Roadmap
Oracle Social CRM Applications Strategy Overview And RoadmapOracle Social CRM Applications Strategy Overview And Roadmap
Oracle Social CRM Applications Strategy Overview And Roadmapaniedenthal
 
B2B Corporate Website Best Practices
B2B Corporate Website Best PracticesB2B Corporate Website Best Practices
B2B Corporate Website Best Practicesedynamic
 
Can you really modernize your sales?
Can you really modernize your sales?Can you really modernize your sales?
Can you really modernize your sales?Riccardo Sponza
 
Getting Started & Accelerating ABM with Drupal & Acquia
Getting Started & Accelerating ABM with Drupal & AcquiaGetting Started & Accelerating ABM with Drupal & Acquia
Getting Started & Accelerating ABM with Drupal & AcquiaAcquia
 
How Citrix Cracked the Code on Personalization
How Citrix Cracked the Code on PersonalizationHow Citrix Cracked the Code on Personalization
How Citrix Cracked the Code on PersonalizationOptimizely
 
Secrets of Personalization Revealed: How Citrix Cracked the Code on Personali...
Secrets of Personalization Revealed: How Citrix Cracked the Code on Personali...Secrets of Personalization Revealed: How Citrix Cracked the Code on Personali...
Secrets of Personalization Revealed: How Citrix Cracked the Code on Personali...Demandbase
 
Drive Revenue through Digital via Personalization
Drive Revenue through Digital via PersonalizationDrive Revenue through Digital via Personalization
Drive Revenue through Digital via Personalizationedynamic
 
Managing and Tracking Opportunites
Managing and Tracking OpportunitesManaging and Tracking Opportunites
Managing and Tracking OpportunitesDavid Watson
 

Semelhante a MIcrosoft Dynamics CRM 2013 - Deep Dive (20)

What's New in Microsoft Dynamics CRM 2013
What's New in Microsoft Dynamics CRM 2013What's New in Microsoft Dynamics CRM 2013
What's New in Microsoft Dynamics CRM 2013
 
Microsoft CRM xRM4Legal 2014 Whats New
Microsoft CRM xRM4Legal 2014 Whats NewMicrosoft CRM xRM4Legal 2014 Whats New
Microsoft CRM xRM4Legal 2014 Whats New
 
Reimagining with Enterprise Social
Reimagining with Enterprise SocialReimagining with Enterprise Social
Reimagining with Enterprise Social
 
Ask questions and share advice on Twitter!
Ask questions and share advice on Twitter!Ask questions and share advice on Twitter!
Ask questions and share advice on Twitter!
 
ModernBiz CRM
ModernBiz CRMModernBiz CRM
ModernBiz CRM
 
Campaign & Lead Attribution: CRM Concepts for the Manufacturing Marketer
Campaign & Lead Attribution: CRM Concepts for the Manufacturing MarketerCampaign & Lead Attribution: CRM Concepts for the Manufacturing Marketer
Campaign & Lead Attribution: CRM Concepts for the Manufacturing Marketer
 
Brent leary social crm - london
Brent leary   social crm - londonBrent leary   social crm - london
Brent leary social crm - london
 
Has Marketing Killed the Salesman Star?
Has Marketing Killed the Salesman Star? Has Marketing Killed the Salesman Star?
Has Marketing Killed the Salesman Star?
 
Has marketing killed the salesman star?
Has marketing killed the salesman star?Has marketing killed the salesman star?
Has marketing killed the salesman star?
 
New ibm digital experience e book grow your business with ibm digital exper...
New ibm digital experience e book   grow your business with ibm digital exper...New ibm digital experience e book   grow your business with ibm digital exper...
New ibm digital experience e book grow your business with ibm digital exper...
 
The Connected Enterprise
The Connected EnterpriseThe Connected Enterprise
The Connected Enterprise
 
B2B Health Check: 5 Steps to eCommerce Fitness [WEBINAR]
B2B Health Check: 5 Steps to eCommerce Fitness [WEBINAR]B2B Health Check: 5 Steps to eCommerce Fitness [WEBINAR]
B2B Health Check: 5 Steps to eCommerce Fitness [WEBINAR]
 
Oracle Social CRM Applications Strategy Overview And Roadmap
Oracle Social CRM Applications Strategy Overview And RoadmapOracle Social CRM Applications Strategy Overview And Roadmap
Oracle Social CRM Applications Strategy Overview And Roadmap
 
B2B Corporate Website Best Practices
B2B Corporate Website Best PracticesB2B Corporate Website Best Practices
B2B Corporate Website Best Practices
 
Can you really modernize your sales?
Can you really modernize your sales?Can you really modernize your sales?
Can you really modernize your sales?
 
Getting Started & Accelerating ABM with Drupal & Acquia
Getting Started & Accelerating ABM with Drupal & AcquiaGetting Started & Accelerating ABM with Drupal & Acquia
Getting Started & Accelerating ABM with Drupal & Acquia
 
How Citrix Cracked the Code on Personalization
How Citrix Cracked the Code on PersonalizationHow Citrix Cracked the Code on Personalization
How Citrix Cracked the Code on Personalization
 
Secrets of Personalization Revealed: How Citrix Cracked the Code on Personali...
Secrets of Personalization Revealed: How Citrix Cracked the Code on Personali...Secrets of Personalization Revealed: How Citrix Cracked the Code on Personali...
Secrets of Personalization Revealed: How Citrix Cracked the Code on Personali...
 
Drive Revenue through Digital via Personalization
Drive Revenue through Digital via PersonalizationDrive Revenue through Digital via Personalization
Drive Revenue through Digital via Personalization
 
Managing and Tracking Opportunites
Managing and Tracking OpportunitesManaging and Tracking Opportunites
Managing and Tracking Opportunites
 

Mais de Brad Tornberg

The World of CRM - SBDC - June 20 - 2016
The World of CRM - SBDC - June 20 - 2016The World of CRM - SBDC - June 20 - 2016
The World of CRM - SBDC - June 20 - 2016Brad Tornberg
 
Stockton Small Business Summit - October 24 -2016
Stockton Small Business Summit - October 24 -2016Stockton Small Business Summit - October 24 -2016
Stockton Small Business Summit - October 24 -2016Brad Tornberg
 
Stockton Small Business Summit - October 24 -2016
Stockton Small Business Summit - October 24 -2016Stockton Small Business Summit - October 24 -2016
Stockton Small Business Summit - October 24 -2016Brad Tornberg
 
Social Media Tools - Part 1
Social Media Tools - Part 1Social Media Tools - Part 1
Social Media Tools - Part 1Brad Tornberg
 
61 Best Social Media Tools for Small Business
61 Best Social Media Tools for Small Business61 Best Social Media Tools for Small Business
61 Best Social Media Tools for Small BusinessBrad Tornberg
 
Automated marketing tools
Automated marketing toolsAutomated marketing tools
Automated marketing toolsBrad Tornberg
 
Small Business University Workshop - How to Create a Total Online Presence Wh...
Small Business University Workshop - How to Create a Total Online Presence Wh...Small Business University Workshop - How to Create a Total Online Presence Wh...
Small Business University Workshop - How to Create a Total Online Presence Wh...Brad Tornberg
 
5 ways to use on line tools to drive more sales
5 ways to use on line tools to drive more sales5 ways to use on line tools to drive more sales
5 ways to use on line tools to drive more salesBrad Tornberg
 
Manufacturers need to sell, too!
Manufacturers need to sell, too!Manufacturers need to sell, too!
Manufacturers need to sell, too!Brad Tornberg
 
5 Ways To Use On Line Tools To Drive More Sales
5 Ways To Use On Line Tools To Drive More Sales5 Ways To Use On Line Tools To Drive More Sales
5 Ways To Use On Line Tools To Drive More SalesBrad Tornberg
 
My personal brand duck tape rev 3
My personal brand duck tape  rev 3 My personal brand duck tape  rev 3
My personal brand duck tape rev 3 Brad Tornberg
 
Presentation IFS - Sample Business Presentation
Presentation IFS - Sample Business PresentationPresentation IFS - Sample Business Presentation
Presentation IFS - Sample Business PresentationBrad Tornberg
 
Ecommerce screen shots
Ecommerce screen shotsEcommerce screen shots
Ecommerce screen shotsBrad Tornberg
 
SocialCRM - It's all about who you know
SocialCRM - It's all about who you knowSocialCRM - It's all about who you know
SocialCRM - It's all about who you knowBrad Tornberg
 

Mais de Brad Tornberg (15)

The World of CRM - SBDC - June 20 - 2016
The World of CRM - SBDC - June 20 - 2016The World of CRM - SBDC - June 20 - 2016
The World of CRM - SBDC - June 20 - 2016
 
Stockton Small Business Summit - October 24 -2016
Stockton Small Business Summit - October 24 -2016Stockton Small Business Summit - October 24 -2016
Stockton Small Business Summit - October 24 -2016
 
Stockton Small Business Summit - October 24 -2016
Stockton Small Business Summit - October 24 -2016Stockton Small Business Summit - October 24 -2016
Stockton Small Business Summit - October 24 -2016
 
Social Media Tools - Part 1
Social Media Tools - Part 1Social Media Tools - Part 1
Social Media Tools - Part 1
 
61 Best Social Media Tools for Small Business
61 Best Social Media Tools for Small Business61 Best Social Media Tools for Small Business
61 Best Social Media Tools for Small Business
 
Automated marketing tools
Automated marketing toolsAutomated marketing tools
Automated marketing tools
 
Small Business University Workshop - How to Create a Total Online Presence Wh...
Small Business University Workshop - How to Create a Total Online Presence Wh...Small Business University Workshop - How to Create a Total Online Presence Wh...
Small Business University Workshop - How to Create a Total Online Presence Wh...
 
5 ways to use on line tools to drive more sales
5 ways to use on line tools to drive more sales5 ways to use on line tools to drive more sales
5 ways to use on line tools to drive more sales
 
Manufacturers need to sell, too!
Manufacturers need to sell, too!Manufacturers need to sell, too!
Manufacturers need to sell, too!
 
5 Ways To Use On Line Tools To Drive More Sales
5 Ways To Use On Line Tools To Drive More Sales5 Ways To Use On Line Tools To Drive More Sales
5 Ways To Use On Line Tools To Drive More Sales
 
My personal brand duck tape rev 3
My personal brand duck tape  rev 3 My personal brand duck tape  rev 3
My personal brand duck tape rev 3
 
Modern dtm5.23.12
Modern dtm5.23.12Modern dtm5.23.12
Modern dtm5.23.12
 
Presentation IFS - Sample Business Presentation
Presentation IFS - Sample Business PresentationPresentation IFS - Sample Business Presentation
Presentation IFS - Sample Business Presentation
 
Ecommerce screen shots
Ecommerce screen shotsEcommerce screen shots
Ecommerce screen shots
 
SocialCRM - It's all about who you know
SocialCRM - It's all about who you knowSocialCRM - It's all about who you know
SocialCRM - It's all about who you know
 

Último

Bird eye's view on Camunda open source ecosystem
Bird eye's view on Camunda open source ecosystemBird eye's view on Camunda open source ecosystem
Bird eye's view on Camunda open source ecosystemAsko Soukka
 
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...UbiTrack UK
 
20230202 - Introduction to tis-py
20230202 - Introduction to tis-py20230202 - Introduction to tis-py
20230202 - Introduction to tis-pyJamie (Taka) Wang
 
Designing A Time bound resource download URL
Designing A Time bound resource download URLDesigning A Time bound resource download URL
Designing A Time bound resource download URLRuncy Oommen
 
Building AI-Driven Apps Using Semantic Kernel.pptx
Building AI-Driven Apps Using Semantic Kernel.pptxBuilding AI-Driven Apps Using Semantic Kernel.pptx
Building AI-Driven Apps Using Semantic Kernel.pptxUdaiappa Ramachandran
 
Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...
Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...
Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...Will Schroeder
 
Salesforce Miami User Group Event - 1st Quarter 2024
Salesforce Miami User Group Event - 1st Quarter 2024Salesforce Miami User Group Event - 1st Quarter 2024
Salesforce Miami User Group Event - 1st Quarter 2024SkyPlanner
 
Artificial Intelligence & SEO Trends for 2024
Artificial Intelligence & SEO Trends for 2024Artificial Intelligence & SEO Trends for 2024
Artificial Intelligence & SEO Trends for 2024D Cloud Solutions
 
AI Fame Rush Review – Virtual Influencer Creation In Just Minutes
AI Fame Rush Review – Virtual Influencer Creation In Just MinutesAI Fame Rush Review – Virtual Influencer Creation In Just Minutes
AI Fame Rush Review – Virtual Influencer Creation In Just MinutesMd Hossain Ali
 
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPAAnypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPAshyamraj55
 
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...Aggregage
 
OpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability AdventureOpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability AdventureEric D. Schabell
 
UiPath Platform: The Backend Engine Powering Your Automation - Session 1
UiPath Platform: The Backend Engine Powering Your Automation - Session 1UiPath Platform: The Backend Engine Powering Your Automation - Session 1
UiPath Platform: The Backend Engine Powering Your Automation - Session 1DianaGray10
 
NIST Cybersecurity Framework (CSF) 2.0 Workshop
NIST Cybersecurity Framework (CSF) 2.0 WorkshopNIST Cybersecurity Framework (CSF) 2.0 Workshop
NIST Cybersecurity Framework (CSF) 2.0 WorkshopBachir Benyammi
 
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfJamie (Taka) Wang
 
Cybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptxCybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptxGDSC PJATK
 
VoIP Service and Marketing using Odoo and Asterisk PBX
VoIP Service and Marketing using Odoo and Asterisk PBXVoIP Service and Marketing using Odoo and Asterisk PBX
VoIP Service and Marketing using Odoo and Asterisk PBXTarek Kalaji
 
Building Your Own AI Instance (TBLC AI )
Building Your Own AI Instance (TBLC AI )Building Your Own AI Instance (TBLC AI )
Building Your Own AI Instance (TBLC AI )Brian Pichman
 
IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019
IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019
IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019IES VE
 

Último (20)

Bird eye's view on Camunda open source ecosystem
Bird eye's view on Camunda open source ecosystemBird eye's view on Camunda open source ecosystem
Bird eye's view on Camunda open source ecosystem
 
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
 
20230202 - Introduction to tis-py
20230202 - Introduction to tis-py20230202 - Introduction to tis-py
20230202 - Introduction to tis-py
 
Designing A Time bound resource download URL
Designing A Time bound resource download URLDesigning A Time bound resource download URL
Designing A Time bound resource download URL
 
Building AI-Driven Apps Using Semantic Kernel.pptx
Building AI-Driven Apps Using Semantic Kernel.pptxBuilding AI-Driven Apps Using Semantic Kernel.pptx
Building AI-Driven Apps Using Semantic Kernel.pptx
 
Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...
Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...
Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...
 
Salesforce Miami User Group Event - 1st Quarter 2024
Salesforce Miami User Group Event - 1st Quarter 2024Salesforce Miami User Group Event - 1st Quarter 2024
Salesforce Miami User Group Event - 1st Quarter 2024
 
Artificial Intelligence & SEO Trends for 2024
Artificial Intelligence & SEO Trends for 2024Artificial Intelligence & SEO Trends for 2024
Artificial Intelligence & SEO Trends for 2024
 
201610817 - edge part1
201610817 - edge part1201610817 - edge part1
201610817 - edge part1
 
AI Fame Rush Review – Virtual Influencer Creation In Just Minutes
AI Fame Rush Review – Virtual Influencer Creation In Just MinutesAI Fame Rush Review – Virtual Influencer Creation In Just Minutes
AI Fame Rush Review – Virtual Influencer Creation In Just Minutes
 
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPAAnypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPA
 
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...
 
OpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability AdventureOpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability Adventure
 
UiPath Platform: The Backend Engine Powering Your Automation - Session 1
UiPath Platform: The Backend Engine Powering Your Automation - Session 1UiPath Platform: The Backend Engine Powering Your Automation - Session 1
UiPath Platform: The Backend Engine Powering Your Automation - Session 1
 
NIST Cybersecurity Framework (CSF) 2.0 Workshop
NIST Cybersecurity Framework (CSF) 2.0 WorkshopNIST Cybersecurity Framework (CSF) 2.0 Workshop
NIST Cybersecurity Framework (CSF) 2.0 Workshop
 
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
 
Cybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptxCybersecurity Workshop #1.pptx
Cybersecurity Workshop #1.pptx
 
VoIP Service and Marketing using Odoo and Asterisk PBX
VoIP Service and Marketing using Odoo and Asterisk PBXVoIP Service and Marketing using Odoo and Asterisk PBX
VoIP Service and Marketing using Odoo and Asterisk PBX
 
Building Your Own AI Instance (TBLC AI )
Building Your Own AI Instance (TBLC AI )Building Your Own AI Instance (TBLC AI )
Building Your Own AI Instance (TBLC AI )
 
IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019
IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019
IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019
 

MIcrosoft Dynamics CRM 2013 - Deep Dive

Notas do Editor

  1. What do we mean by clarifying design? It is common knowledge that the number one problem with CRM projects is that the system itself never gets adopted. That’s why our user experience experts have created a simple and immersive layout where all the information you need is on one screen. Embedded Yammer and powerful file sharing capabilities enable you to collaborate with your team in the context of the work at hand.No more flipping between applications and getting distracted, now you can break down the barriers that get in the way of working with customers. Now you can easily see everything you need to know about your customer and their interactions with you and your team.
  2. Objective - The explosion of Social and mobile together have completely changed our lives, more than you ever could imagine Evolutions take time but you know when you’ve hit a major inflection point. You can feel it. Like that disturbance in the force, but for real. Its palpable. You can see the WiFi signals zooming past and almost even know the strength. people suffer from new neurosis like phantom phone vibrations in pockets or purses even though there is no one texting you or calling you. We ‘friend’ friends who aren't even friends with our real friends. Its gotten so confusing. But this evolution has been building since the modern social networks gained consciousness and we began to gain comfort in the constant data feed of things like when our friends were going for coffee and the latest TLA or emoticon that had become new words over night in new kind of global language. (LOL, TTYL, BRB, etc…) entire conversations can take place without a real word being typed But now we have reached a major inflection point where its not just social for social sake, it means something. The connections, the insight, the transformation has given way to a new dialogue. An organic virtual constant conversation if you will. One that not only has history but predictive nature, that is awesome as much as it is perilous.The explosion of Social and mobile together have changed more than just social and mobile. They have completely impacted our human behavior -- our decision criteria and models, our communication methods, engagement principles, even our belief and trust systems.And organizations must not only understand these new principles but they must adopt them and genuinely and proactively use them in every customer engagement Segue - So why should you care so deeply about understanding these concepts. Not only will your sales depend on it, but so will your Identity. ______________________________________________________________________________________________________________400M tweets:http://articles.washingtonpost.com/2013-03-21/business/37889387_1_tweets-jack-dorsey-twitterhttp://mobithinking.com/mobile-marketing-tools/latest-mobile-stats/ahttp://www.kpcb.com/insights/2013-internet-trends
  3. Objective - This evolution has given way to Billions of touch points and people are not afraid to use them – good and especially bad Old marketing tradition told us that our brand was made up of how customers experienced your company or product. This would happen when people came in touch with products, packaging, marketing, sales, etc. Each of these touch points shaped the impression of your brand.Today, touch points have increased exponentially – there are literally Billions and Billions of touch points. And each one matters. Whether you count each search, each banner ad or even web visits… those are just a drop in the bucket. The majority are really made up of every contact, every human and every conversation where anyone can virtually ask everyone anything about you. Or worse yet, can say anything to anyone at any time about you. And as if it couldn’t get any worse, it can be viewed by anyone in perpetuity. That’s right, indelible digital ink.All touch points are not created equal. You will have to create processes to listen, personalize and deliver the best customers experiences  Segue - and it gets worse before it gets better. Buyers know more than ever. And they get smarter every day.
  4. Objective - Today’s buyer is smart and getting smarter each day. You need to understand what matters most to them and help them get to the truth that they seek. Quickly and consistently.  Today, marketing teams are up against super consumers. They are unbelievably informed, very savvy in process and highly fickle.This super consumer has become extremely powerful with a nearly unpredictable purchase path. Their access to virtually any data set coupled with the ability to solve complex comparisons, topped off with the ability to instantly validate any of their decisions with the literal “like”, “thumbs up”, happy face, or click of a button – twitter, FB, Yammer, etc. This creates a new burden on marketing to pay close and constant attention to specific signals in their market. There is now a constant need for information and examination of buying behavior that will be the difference between “Like’ or “Unlike.” Segue – but even when you think you know what each of these super consumers are thinking, think again. Because they may surprise you…_________________________________________________________________________________________________80% of online content is user-generated
  5. Objective – even when you evolve and get clarity on the new buyer, they are making decisions without you. Your only chance is to understand how to engage with them and Amaze them with your personalized experience. But it wont be easy. Because your customers are connected, smart and have oodles of information, they will let their fingers and their network do the walkingNot only is it hugely convenient and provides people the ability to tailor the process to meet their needs exactly but it makes obsolete much of the traditional marketing and selling many companies are still doing. In fact the more traditional marketing and sales you through at this modern consumer, the less satisfied they become. It may be difficult to consider but the new consumer doesn’t want to see our marketing much less ever hear from our sellers. In fact it is a new sport to try and avoid sellers all together. Segue – so what does the new world of marketing, sales and service look like?________________________________________________________________________________________________________________http://partnersinexcellenceblog.com/70-of-buying-process-completed-without-sales-invovlement/
  6. Companies must adapt to the new customer journey, because it makes a difference to the bottom line.In fact, Watermark Consulting, a customer experience consultancy and think tank, did an analysis of the five year performance of the Top 10 Leaders and Top 10 Laggards in the Forrester Customer Experience Index versus the broader S&P 500 Index from 2007 to 2011:The return of the Customer Experience Leaders portfolio was 128% higher than the Laggards, and 27% higher than the S&P 500. Their results strongly suggest that delivering leading customer experience allows these companies to dramatically outperform the market.So what does it mean to be a Customer Experience Agent (Guru?)The lines of traditional roles (marketing, sales and service) have all blurred and, in fact, a new hybrid role has emerged –  There are no more silos. The new world, and its processes, are all non-linearWe’ve all experienced it – our marketers have to engage online with prospects to help engage them in the sales cycle. The prospect is intolerant of waiting for a seller to call them back or to even have to wait for a demonstration.Sellers must be ready to immediately support both existing and potentially new customers with, what was formerly, a customer’s support agent’s role. But again when a customer writes online about a problem or a suboptimal experience it is EVERYONEs new job to engage and deliver that amazing experience.Customer care people have an opportunity to both market and sell if they embrace these evolved roles.And the biggest opportunity exists in the new opportunity to team-everything – team selling, team marketing, team caringBut the goal, as we have stated, is to deliver Amazing Customer Experiences Segue – so now that we know why consumers have changed, what their new expectations are, and what our new roles are… we can now start to discuss how we go about delivering these crazy awesome experiences!
  7. What does it take? Whether you are marketing your product, actively working a lead or an agent in customer care, you need to be able to listen to your customers and prospects so that you can develop insights into their wants and needs, learn what they are doing on the web, who they are connected to, what is going on with their business, who is influencing them—in a sense, you need to be able to do what dating websites like match.com and eHarmony excel at. You need to be able to understand your customer so you can match them to the appropriate product or service. That means designing products, services and experiences for those companies and customers you want to serve.You need to be able to engage them when the moment is right on the channel that they prefer. Being clear and consistent with your processes and communications while providing your people the ability to measure their successand find opportunities to improve. And you need to nurture relationships so that you can create brand advocates. By developing a true understanding of customers, you can serve, refine, and grow relationships over time.All of these activities must be done in a continuum. Your CRM system should enable your people to excel in this new world. Those built for a traditional sales cycle are outdated—they are static and not able to help you in a dynamic way. And that is why we are creating something entirely new… a system reimagined to help you match, nurture and engage.______________________________________________________________________________________________________________________________________20XIncrease in customer data over the last 5 years for the average company
  8. To deliver Amazing Customer Experiences, one must accept the principle that meeting the needs of customers is a universal truth for running and operating a successful business. With this principle in mind, we have built CRM 2013 to help you in the following manner:______________________________________________________________________________________________________________________________________20XIncrease in customer data over the last 5 years for the average company
  9. And I don’t have to tell you the importance of being pervasively connected. Communicating via social networks is second nature to us in our personal lives, and so it should be at work. By giving you social tools in context of what you are doing, you can reach out to your powerful network of subject matter experts finding the resources you need, using polls to gain consensus and giving kudos when earned.Completely configurable process guidance takes the “guess” out of “work”,driving each individual and your entire organization toward consistent communications that lead to success. What is a business process? It’s step-by-step assistance telling you what you need to do to get the outcome you desire. It’s a roadmap – where you are now and where you need to go to reach your ultimate goal. And it helps reduce the demands of on-boarding, pulling new hires from the sidelines, onto the field of play.Benefits to establishing processes include, but are not limited to, increasing win rates, decreasing resolution rates, promoting consistent engagement and aligning your people toward a goal—so you can focus on what is most important—your customer.And we’ve taken our beautiful new user experience to the tablet. With your CRM license, you now get these exciting new mobile capabilities that keep you connected to your data, your team members, and most importantly your customers, no matter where you are.
  10. In the Age of the customer, one size does not fit all. You need to give customers a personalized experience.Microsoft Dynamics CRM helps you do that by taking your account and contact information from static to dynamic by providing relevant insights through real-time account data, news, social activity and connection information at your fingertips.Say good bye to cold calling. By giving you the tools to engage in social conversations within the context of your business, you can easily find the experts you need to collaborate with on deals, and the personal connections you need to generate referrals and introductions.
  11. What does this look like for the new marketer? Their CRM system needs to deliver insights that allow them to understand what their prospects are doing across digital and social channels, while also being able to track what they are doing across traditional channels.Marketing Pilot helps marketers easily design and manage the customer lifecycle so they can reduce costs, decrease time to market, manage budgets , measure performance, all while delivering an exceptional customer experience.
  12. CMOs struggle with revenue related concerns just like any other c-level executive and they are under pressure to deliver on revenue attribution numbers, to reduce costs, to decrease time to market, manage budgets and ROI more effectively than ever before. The need to be able to prove their contribution to top line revenue. Their CRM system should help them deliver.______________________________________________________________________________________________________________________________________Source 243% ROI: “The total economic impact of Microsoft Dynamics CRM 2011” Forrester May 2011Source 75% cost reduction: Smead Nov. 2011, vs. Salesforce
  13. We know the world is social, but delivering those insights to your sales team is critical. Social insights make sellers more efficient and effective. Having complete, accurate and timely company and contact data helps them create compelling customer interactions with personal, relevant insights. That way, your engagements are individualized and more meaningful, creating a higher probability that you will achieve the desired outcome. We understand the importance of driving toward an outcome which is why business processes are a significant component of our new user experience. Completely configurable process guidance takes the “guess” out of “work”,driving each individual and your entire organization toward success. It’s a roadmap – where you are now and where you need to go to reach your ultimate goal. And it helps reduce the demands of on-boarding, pulling new hires from the sidelines, onto the field of play.Benefits to establishing processes include, but are not limited to, increasing win rates, decreasing resolution rates, promoting consistent engagement and aligning your people toward a goal—so you can focus on what is most important—your customer.Being able to focus means you can deliver the right product at the right time, and now with mobile capabilities on phones and tablets, you are connected to your data, your team members, and most importantly your customers, no matter where you are.
  14. Customers are loving the intuitive design of our beautiful new user experience, redefining what a business application should look like and what work should feel like.What do we mean by intuitive design? It is common knowledge that the number one problem with CRM projects is that the system itself never gets adopted. That’s why our user experience experts have created a simple and immersive layout where all the information you need is on one screen. No more flipping between applications and getting distracted, now you can get things done. Does accelerating your sales conversion cycle by 50% sound like a good thing? We think so…____________________________________________________________________________________________________________________Source 50% acceleration: “The total economic impact of Microsoft Dynamics CRM 2011” Forrester May 2011Source 246% adoption: Data Reduction Systems, October 2010
  15. Your customer care team plays a critical role in being able to empower your customers to be loyal advocates. That really is the special sauce when it comes to the changes we discussed in the sales process. Who do you think customers are listening to when they are doing research on the web and through their social networks? Their peers, your loyal advocates. They are your voice—listen to them, and give them something positive to say. With a comprehensive picture of your customer, alongside tools like Lync and Skype that make it easy for you to personally engage with the click of a button, your ability to make connections that are personal is amplified. Meanwhile making sure you have the right information is critical. Embedded social tools help you stay connected to the people and resources who can give you the answers you need when you need them. Having Yammer within their user experience means the answer is just a post away. Communicating via social networks is second nature to us in our personal lives, and so it should be at work. By giving you social tools in context of what you are doing, you can reach out to your powerful network of subject matter experts finding the resources you need, in the very moment that you need them.
  16. As the lines between sales, marketing and care have blurred so has the responsibility for creating loyal fans. By delivering amazing experiences across these disciplines the positive impact to your brand can be exponential. ____________________________________________________________________________________________________________________Source 95% CSAT: Garanti Pension & LifeSource 75% reduction in issue resolution time: Garanti Pension & Life
  17. We are also enjoying a pretty broad set of industry success around the globe. We’ve highlighted here the predominant industries we see this product deployed into.  It is very broadly used in financial services, professional services, manufacturing and so on as you can see on this slide.  In professional services and travel and entertainment, you might see more deployment of sales force automation and marketing automation whereas in public sector you would pretty exclusively see customer care functionality used for citizen services, and customer care for financial services, retail and hospitality and manufacturing as well. 
  18. Objective – Deliver amazing customer experience, EVERYTIME, ALL THE TIME, requires new understanding and a commitment to do everything for the customer experience.  We know what's required.  Take the next step and join the transformation (need our url or landing page on what to do next, major call to action)Transform from merely "focusing" on customers, to rigorously delivering amazing customer experiences today!