agenda introduction to crm concepts and solutions ... · introduction to crm concepts and solutions...
TRANSCRIPT
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Microsoft Business SolutionsMS CRM 1.2
7-2-2004 ��
knight.fcu.edu.tw/~d9181389/crm/download/%B3%7B%A5%D2%A2wMS%20CRM%C2%B2%A4%B6.ppt
AgendaIntroduction to CRM Concepts and Solutions
Recommended Training
Introduction to CRM Concepts and Solutions
EditionSales ModuleCustomer Service ModuleCustomization
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Editions and Modules
Microsoft CRM
Professional SuiteStandard Suite
ProfessionalSales
StandardCustomer
Service
StandardSales
Standard Edition Modules
StandardCustomer
Service
StandardSales
Professional Edition Modules
ProfessionalSales
ProfessionalCustomer
Service
ProfessionalCustomer
Service
Microsoft CRM All Editions
Home Page
Work Place
Reports
Customization Tools
Sales Standard
CRM Sales for Outlook
Customer ServiceStandard
Work Flow Manager
Sales Professional
Customer ServiceProfessional
StandardSales
StandardCustomerService
Standard Suite
ProSuite
ProCustomerService
ProSales
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What is CRM?Sales Force Automation
Marketing Automation
Customer Service
Partner/Channel Management
Knowledge Management
Order Management
Lead & Opportunity Management, Customer Tracking, Contact Info, Activity Management
Direct marketing, Automated micro-marketing, Campaign Management, Data mining, etc.
Help desk & call center, Web self-service, field dispatch, knowledge base
Lead Routing, Material distribution, catalog syndication
Doc share, Email, Customer Collaboration, White papers, Q&A, etc.
Order entry & status, pricing & configuration, inventory availability, delivery management
Software Requirements Servers:
Windows 2000 SP4 or Windows Server 2003SQL 2000 Server SP3Exchange Server 2000 or 2003
Clients:Office 2000 or 2003Windows 2000/XPIE 6.0 SP1Microsoft SQL Server Desktop Engine (MSDE)
Component:MSMQIndexing ServiceIIS 6.0MDAC 2.71a/2.8MSXML 4.0 SP2Microsoft .NET Framework 1.1Crystal Report 9.2.2 (Customize Report)
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Introduction to CRM Concepts and Solutions
EditionSales ModuleCustomer Service ModuleCustomization
Microsoft CRM Sales FactsheetMicrosoft Outlook IntegrationComplete customer viewLeads RoutingOpportunities, Sales Activities ManagementSales Process managementProduct CatalogOrder management: Quotes,Orders and InvoicesQuotasTerritory ManagementReports (120 standard pre-formatted reports)Sales LiteratureCompetitor TrackingWorkflowCorrespondence and mail mergeIntegration with Microsoft Business Solutions
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Microsoft CRM Sales Module
Lost / Deferred
25%
50%
85%
0%
100%
Sales Process Standard: Example
Not Started
0%
15%
Contact
Meeting
Quote
Negotiate
WON!
Opportunity
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Standard Outlook Folders
Sales For OutlookComponent
Outlook ClientOffline store
Mail Server Store
Online Sync Sync Manually
Server Environment
Client Environment
OfflineG
oing Offline G
oing
Onl
ine
Online Only
Onlin
e
ChangeChange
Going offline
Sync
Continuously
CRM Server Store
MSDE Local Store
CRM Web App
Sales for Outlook Client Synchronization
Introduction to CRM Concepts and Solutions
EditionSales ModuleCustomer Service ModuleCustomization
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Microsoft CRM Customer Service Factsheet
Case ManagementService requestsQueueRouting and workflowSearchable knowledge BaseContract ManagementE-mail management (include auto-response e-mail)Product CatalogReportsIntegration with Microsoft Business Solution Financials
Queues
Assigned Personal
Queue
Action
Accept
Assign
Delete User 1
In Progress Personal
Queue
User 1
Case 1
Assigned Public or Personal Queue
(Waiting for Action)
Case 2
Activity 1
Case 1Case 2
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Workflow Manager
Submit
Revise
KB ArticleDraft
KB ArticleSubmitted
KB ArticlePublished
KB Manager Draft
Folder
KB Manager Unapproved
Folder
KB Manager Published
Folder
Rejected
Review
Approved!
Knowledge Base: Article Life Cycle
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Introduction to CRM Concepts and Solutions
EditionSales ModuleCustomer Service ModuleCustomization
MSCRM Customization
Application IntegrationCustom Menus, Buttons and forms
Extensibility using Web ServicesDesigned to be enhanced through connection to value-added web service and other applications, using standard APIs, SOAP, and XML
Workflow Manager/Sales Process
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Customize Views
Customize Menus and Buttons
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Using Web Services
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Microsoft CRM Integration for Great Plains system overview
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Global, Major & Strategic Accounts
Corporate Accounts>500 PCs
>1000 Emp
Mid Market•Upper 250-500 PCs, 500-1000 Emp
•Core 50-250 PCs, 100-500 Emp•Lower 25-49 PCs, 50-99 Emp
Small Business•Core 5-24 PCs, 11-49 Emp
•Lower <5 PCs, 1-10 Emp
STRATEGIC
MAJOR
CORPORATE
MIDMARKET
SMALLBUSINESS
Microsoft CRM Target Market
Mid-market RequirementsRich functionalityFar lower TCO - “ready to run”Native integrations - Office, ERP, Web“Mid-market ready” tools and trainingLocal service and support
Typical deployments25-500 employees, 15-150 CRM seatsTeams that need to work together better
STRATEGIC
MAJOR
CORPORATE
MIDMARKET
SMALLBUSINESS
Mid-market Needs Its Own CRM
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CRM Midmarket* penetration expected to surpass ERP by 2005
8%10% 11%
12%15%15%
19%17%
26%
20%
2001 2002 2003 2004 2005
CRM Penetration ERP Penetration
* 50-500 employeesSource: AMI US-only
Main barriers to successful CRM implementation
Lack of user input at the design stage.Difficulty in integrating old and diverse systems.Insufficient understanding of the functionalities of the system in the initial stages.The client being not specific about system needs when implementation is already underway. This causes delays and cost overruns.The economic and political power of information prevents free sharing of data.