A better way to know your customers and grow your business,

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A better way to
know your customers
and grow your business

2. d
Agenda
PART 2 What are the five areas that CRM addresses business issues
PART 3 How to get started
PART 1 What is CRM and how does it work

3. #modernbiz
Customer relationship management (CRM) is an
approach to managing a company’s interactions with
current and future customers. It often involves using
technology to organize, automate, and synchronize sales,
marketing, customer service, and technical support.
What is CRM?

4. CRM
characteristics
• Sales force automation: Implement sales analysis,
automate tracking of sales or future sales, and also
coordinate sales, marketing, call centers, and retail
outlets.
• Data warehouse technology: Uses technology to
aggregate transaction information, to merge the
information with CRM products, and to provide KPI.
• Opportunity management: Manage unpredictable
growth and demand and implement a good forecasting
model to integrate sales history with sales projections.
• Client relationships: Developing and maintaining.
• Support and finance data: Integration into the CRM
view that a user gets, enabling a wider holistic view of a
customer from one screen for a user. As well as
integrate with office productivity systems.
• CRM systems integration: track and measure
marketing campaigns over multiple networks, and track
customer analysis by customer clicks and sales.

5. Connect with
customers
Impact of
customer
satisfaction
According to Ruth Bolton in “A Dynamic Model of the Duration of
the Customer’s Relationship with a Continuus Service Provider: The
Role of Satisfaction”, customer satisfaction has significant
implications for the economic performance of firms. Because
customer satisfaction has been found to have a negative impact on
customer complaints and a positive impact on customer loyalty
and usage behavior.
Benefits of implementing CRM include:
1. Increased customer loyalty may increase usage levels
2. Secure future revenues
3. And minimize the likelihood of customer defection

7. CRM system manufacturers
• Microsoft Dynamics CRM
• Aplicor
• Atollon Lagoon CRM
• Base CRM
• InfusionSoft
• NetSuite Small Business
• OnContact CRM
• Salesforce.com
• SalesLogix (Infor CRM)
• Siebel CRM (Oracle)
• Swiftpage ACT!

8. Helping your team be more successful
Focus on what matters most.
Have the relevant information at your
fingertips to better serve your current
customers as well as find new ones.
Create personal, targeted experiences.
Increase sales velocity and customer
response with immediate access to the
right people and information.
Zero In Win Faster
Work like a network, grow your business.
Connect with your customers, prospects,
business partners and team to service your
customers better and grow your business.
Sell More
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9. Connect with
customers
Grow
efficiently
Safeguard
your business
Business
anywhere
Increase
your
sales
Get the
most out
of your
technology
Adapt to
change
Be prepared
for the
unexpected
Protect
and control
your data
Work
together
easily
Get your
work done
anywhere
Understand
your
customer
ModernBiz
Connect with
customers
Grow
efficiently
Safeguard
your business
Business
anywhere
Increase
your
sales
Get the
most out
of your
technology
Adapt to
change
Be prepared
for the
unexpected
Protect
and control
your data
Work
together
easily
Get your
work done
anywhere
Understand
your
customer Customer
Relationship
Management
Systems

10. ModernBiz
Connect with customers
Understand
your
customer
Increase
your
sales
Customer
Relationship
Management
Systems

11. “All of a sudden it was like, BOOM—all of this information is all
in the open, transparent, things were getting done because
everyone had a new kind of awareness.”
Steve Novoselac, BI and .NET development manager, Trek Bicycles
Before
When outside sales reps
left, it took years to
rebuild the depth of
knowledge they had
established with local bike
shops.
Tactics
Microsoft Dynamics
CRM Online plus Office
365 helps sales reps
communicate and
connect to key data like
previous retailer
interactions.
Results
• Provides complete view into
customer and account
information.
• Sales reps save time gathering
info for customer meetings.
• 95% employee adoption of
Yammer drives idea sharing.
Sales reps ride into new era
Integrated CRM solution supports customer relationships for Trek Bicycles
Watch

12. #modernbiz
Customer relationships are about more than
customer satisfaction. They’re about really
knowing your customer so you can personalize
their experiences. Microsoft Dynamics CRM
Online helps you bring your customers closer.
Understand your customer.
Wintheirheartsandminds
Customer
Relationship
Management
Systems

13. Get a complete
view of your
customer.
Use customer data to enable
more engaging interactions
Find and combine data from
internal and external sources
with familiar tools. Capture
customer details and
interactions and share this
information across both sales
and service teams.
Customers Sales and Service Teams
A consolidated view for
customer sales teams,
service teams, and
executives
Multiple channels of
customer interactions
• Buying history
• Service calls
• Communications
• Sales efforts
• Social interactions
Customer
Relationship
Management
Systems

14. MAIL
Reach out to
customers.
Staying connected to
your customers inspires
loyalty and uncovers
opportunities
Easily contact your customers
the way they want – choose
from email, IM, phone, video –
all in a single click from within
your CRM solution.
CONFERENCE
CALL

15. #modernbiz
Having a strong connection with your
current customers and prioritizing the
right leads makes your sales teams more
effective. Provide the power of enterprise
capabilities to help grow your business.
Increase your sales.
Seewhathappenswhentheworld’smostpowerfulbusinessappscometogether
Customer
Relationship
Management
Systems

16. Connect with
customers
Reach your goals.
Role-specific business
processes help your
sales and service teams
stay on track
Follow a guided sales and
service experience with built-in
best practices.
Drive toward successful
outcomes, ensure consistency,
and easily adapt when changes
are needed.
Drive sales and service best practices across your organization
Connect with
customers

17. Connect with
customers
Focus on what
matters.
Get control of your
business by
prioritizing
opportunities
Create rich, interactive
dashboards, data visualizations,
and presentations so you can
track and monitor opportunities
and focus on what is important.
Make your team more effective
at prioritizing and driving leads
to close.
Connect with
customers
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All activities
Zero in on the customers and opportunities
that will help grow the company

18. ModernBiz
#modernbiz
Business anywhere
Get your
work done
anywhere
Work
together
easily
Customer
Relationship
Management
Systems

19. #modernbiz
Get your work done anywhere.
You’re just a few simple clicks away from
accessing your sales and service data,
holding meetings, and collaborating with
anyone from anywhere. CRM provide a
complete customer relations solution to
move your business forward.
Becausesalesandcustomerservicehappenwhereveryouare

20. Business
anywhere
Business
anywhere
Always be in
touch.
Get your teams up and
running quickly with a
solution that is easy to
adopt
Provide a familiar experience
across your PC, phone, tablet,
and laptop, allowing you to be
productive at home, in the
office, or on the road.Access your customer information
and all the data you need with the
same seamless experience on a
variety of devices, including PCs,
phones, tablets, and laptops.

21. Business
anywhere
Work from the
device you
love.
Save costs by letting
your workers use the
devices they already own
Microsoft Dynamics CRM Online
works across phones and tablets
(Android, iOS and Windows).
Business
anywhere
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22. #modernbiz
Work together easily.
Bring together the right people wherever they
are to take advantage of the combined
knowledge of the experts in your organization.
Helpyoursalesandserviceteamsworklikeanetwork
Customer
Relationship
Management
Systems

23. Business
anywhere
Work with the
right people, in the
context of what
you are doing.
Get work done faster by
making collaboration
easy
Instantly view contacts’ online
status to quickly set up or join
meetings.
Access your team for help on
sales proposals and customer
inquiries right away.
Business
anywhere
Yammer embedded in Microsoft Dynamics CRM Online

24. Business
anywhere
Working together
on documents is a
snap.
Keep moving forward
even when you’re
far apart
Co-author documents and quickly
collaborate with others with
Office 365.
Document co-authoring and version control
Business
anywhere
EDITING THIS DOC
Susan Kim
Mitch Fuller
Michael Scott
EDITING THIS DOC

25. Grow with CRM
“CRM Online
allows us to
manage, monitor,
and support our
sales teams
remotely.”
Nick Cassidy,
Managing Director,
Core Cost Management
“CRM Online allows me as chief
executive, when I'm out in the
field visiting clients, to get a
sense of the overall
relationship with the client.
That's something I couldn't do
before."
Bob Gogel, CEO, Integreon
“The insight we’re now able to gather from CRM Online] is
helping us identify changing market trends and spot new
opportunities.“
James Fleming, Group IT Director, Victrex
“It’s all about integration. CRM
Online caps the stack, but
behind the scenes we make sure
that Yammer drives the
conversations within the
business; we use SharePoint to
drive our knowledge-
management systems; we use
Lync to surface the presence of
our colleagues — Office 365 is
the backbone of our office
infrastructure.”
Paul Marriott-Clarke,
Commercial Director, Metro Bank

26. Next steps
Contact us
Take a guided tour of
CRM Online
Sign up for your free
trial

27. Don’t leave without today’s
offer: a 2-hour free service
call ($300 value) coupon
We are a vendor to business only, so we just ask
that the service call be for your small business of
5+ PCs and perhaps a server.
27

28. Denis Wilson
denis@dwpia.com
866-995-4488
dwpia.com
A Microsoft Channel Partner in North and West LA, and Ventura Counties

29. Optimize. Reinvigorate. Profit.