business processes in microsoft dynamics crm - nicu aleman

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Business Processes in Microsoft

Dynamics CRM

Nicu Aleman

Managing Partner / ASG (Aleman Software Group) / www.aleman.ro

http://www.aleman.ro/


Many thanks to our sponsors & partners!

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• Who’s a programmer in this room will laugh at the

following joke:

I don’t see women as objects. I consider each to be in a class of her own.


About me

Nicu AlemanManaging Partner - ASG

“Do. Or Do Not.

There is no TRY”

Background

• Managing Partner – ASG (Aleman Software Group)

• Cloud Business Development Manager – Microsoft

• ISV Partner Account Manager - Microsoft

• Presales Manager - Oracle

Personal

• New Technologies

• Microsoft CRM

• Corporate Etiquette

• Photography

• Chess

• Basketball

• Management


Customer Experience

CRM: Your Business Solution

Sales Process

Q&A

What is Dynamics CRM?

Marketing & Service

Extending CRM with great features

Agenda


• A structured, measured set of activities designed to

produce a specific output for a particular customer

or market

• A flow chart

• Why do we need them?

What is a business process?


What is Microsoft Dynamics CRM?

Sales MarketingCustomer

ServiceSocial

Other LOBs


• v. 2016/Online

• Customer Relationship Management

• xRM (any Relationship Management)

• A great tool for less programming and more

consulting

What is Microsoft Dynamics CRM?


•All companies sell

•Sales are not a game of luck. Sales are a game of statistics

•How does a sales process help?

Sales Process


Our sales people

really sell?

22%78%Non-Sales activities


Sales Marketing

Service

Your business, faster and easier.

Pace Productivity: “How Sales Reps Spend Their Time”

A salesperson’s weekly schedule

Breaks, Lunches, 6%

Travel, 13%

Admin work, 23%

Sales, 22%

Planning, 10%

Orders Processing, 12%

Others, 4%

Customer assistance, 10%


• Starting with v. 2013

• Create fast and relevant business processes

• Fast customization (only clicks)

• See your next steps – no guesswork!

• Adapt a process to match your business

• Visible on any entity

• Easy to follow and report

• Less code – more consulting and drag&drop

Business Processes in Dynamics CRM


Marketing activities

Lead Opportunity Quote

Order Invoice Delivery Cash

Lead to Cash Process


Stage

Probability 0% 10% 20% 40% 60% 80% 100%

Purpose

Find potential

leads

Qualify and profile opps.

(B.A.N.T)

Contact and meet the customer

Identify needs for a customized

offer

Create offer, demo, POC,prepare for negotiation

Negotiation

Contractingand steps

for delivering

the project

ApproachQualifyProspectNeeds

IdentificationOffer Negotiation Contracting

Invoicing Delivery

Sales steps


Sales Process

Prospect QualifyNeeds

Identification

Offer Negotiation Close


• Standardize

• Lead to Cash Process

• B2B vs B2C

• Probability

• Lead vs. Opportunity

• B.A.N.T.

• Pipeline

• Forecast

• Sales velocity

Sales Process


Dashboards & KPIs


Marketing

Dynamics CRM

Marketing

Tablet/

Mobile Availability

Newsletter Integration

(MailChimp)

Surveys

Flexible Forms

Skype Integration

Customer portal

QR / Bar Code

Web Traffic MonitorPhone

Integration

SMS Platform

Competition Analysis

Dashboard and Reports

Guided Telesales Scripts

Personalized Letters

Budgets Control

Tasks Management


Service | Microsoft Dynamics CRM


EXTENDING CRM WITH GREAT FEATURES


Initiation Planning Execution

Control Close

Project Management Process


Performance Objectives

PlanningFeedback &

Coaching

Employee Feedback

Evaluation

Employee Performance Process


• IT HelpDesk

• Expenses Management

• Holidays admin

• Surveys

• Personlized, targets emails and mailmerg

• MailChimp Integration

• Add-on ASG PhoneToSMS

• QR/Bar code integration

• Employee Performance evaluation

• Project Management

Maximizing the investment


DEMO

Demo


Q & A

business processes in microsoft dynamics crm - nicu aleman

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