Keynote Microsoft Dynamics CRM David Brown, CRM Lead Microsoft EMEA & LATAM

The New Era in CRM

David Brown CRM Lead EMEA Microsoft

Why 40,000 Customers Chose Microsoft CRM

Simple

Usable

Modern

Fast

Loved

Focus on the essential functions with a clear, consistent purpose that

matches user intention

Measure usability, incorporate feedback into designs

Create delightful, engaging people and process centric experiences

Design and deliver great perceived performance

Design for Love. Create experiences people want and simply can’t

live without

Video

source: Yale Professor Richard Forster

An Unprecedented Rate of Change Average lifespan of a company on the S&P 500

Business Fundamentals have not changed

ACQUIRE RETAIN

GROW

A New Era of Acquiring Customers Optimizing Sales & Marketing Performance

Changes how

we work

65% of

companies are

deploying at least

one social

software tool

Acquire

Acquiring customers today and in the future will require

companies to have the right insights that drive the right

action and ability to close business

57% thru buying cycle

before sales contact

2017CMO

spending on technology will

exceed that of the CIO

By

50/50 CMO rule.

50% of technology and marketing

spend is driving results, 50% is not,

but which?

Gain powerful insights by having a single source of truth with: • Real-time data • Behavioral analysis across leads,

prospects and customers • Campaign budget management

Collaborative tools make it easy to: • Share information • Foster creativity • Automate processes

DATA DRIVEN,

CUSTOMER FOCUSED

Execute and monitor campaigns across all channels, including : • Traditional • Online • Social media

MULTI-CHANNEL

ENGAGEMENT

EFFECTIVE

MARKETING MGMT

Demo: David Brown

MarketingPilot Demo

Next Era of Retaining Driving a customer-centric business

Retaining customers tomorrow will require you to Listen,

Analyze, and Engage customers in the channel they prefer

that meet their expectation

Companies

that are the

leaders

in CX

have

higher return

than industry

laggards

128% 20% of customers who complain via social media expect a response within one hour

of consumers today complain about products and services via their social networks

44%

Social is a two-way street – when the time is right you can use these tools to have meaningful conversations with your stakeholders.

An avenue by which you can listen and really hear what it is your customers are

thinking and saying, to uncover trends and identify key influencers.

ENGAGE

LISTEN

Garner insights by monitoring buzz, understanding sentiment and measuring impact.

ANALYZE

Listen & Act Intelligently

Demo: David Brown

Next Era of Growing your Business

In order to grow a greater share a wallet that drives top line

revenue companies need to provide simple guided sales tools

that are proactive, collaborative and on the device of choice.

number of devices

consumers use every day

4

84% of organizations have

remote workers A 2nd

degree

connection

InMail has

67%response rate on LinkedIN

A cold email sent by

marketing/sales has less

than 3% response rate.

Seamless experience across sales, service marketing and customer process regardless of the

choice of device, browser and location

Deliver delightful user experiences that promote end-user productivity and

demonstrate the rich, “better together” value of Microsoft Technologies

Connecting your people across channels including social to make it easier for your people to

collaborate and get work done

PRODUCTIVE

COLLABORATIV

E

UBIQUITOUS

Next Generation Experiences demo

Demo: David Brown

3

1

2

Maniacal focus on your success

Deliver social and mobile solutions for everyone in your

organization regardless of role

Continued rapid innovation to drive successful outcomes

for your business