Microsoft Customer Relationship Management & Microsoft Retail Management

Solution (RMS)

Microsoft Customer Relationship Management & Microsoft Retail Management

Solution (RMS)

Sarah TheissSarah TheissSarah TheissSarah Theiss

3 things to take away…3 things to take away…

Why Improve Customer Management?Why Improve Customer Management?

Mid-market companies utilise CRM to increase share of wallet, re-align resources to most valuable customers and identify new revenue streams based on customer insightPeppers & Rogers Group

Companies lose about 50% of their customers within 5 yrsThe Loyalty Effect

It is 6-7 times more expensive to gain a new customer than retain an existing customerHarvard Business Review

A 5% improvement in customer retention rates can yield a 25% to 100% increase in profitsThe Loyalty Effect

CRM Solutions from MicrosoftCRM Solutions from Microsoft

Why is CRM important? Top 10 most profitable? When did you speak to them last? Sharing information within your business In house for you For your customers The alternatives?

Business Contact ManagerBusiness Contact Manager Business Contact Manager for

Outlook 2003

Single-user (desktop) contact

manager

Office Outlook 2003 native

Included in Office Small Business

Edition 2003

Localised to 18 languages

Data migration to

Microsoft CRM

with Business Contact Manager

Introducing Microsoft CRMIntroducing Microsoft CRM

Combine Outlook

with

An easy to use CRM solution

SalesSales Customer Service

Customer Service

Marketing

Marketing ReportsReports

Microsoft CRM DemonstrationMicrosoft CRM Demonstration

Value PropositionValue Proposition

Up to 10% margin on distributor buy price Additional services revenue est. 2-3 days (incremental to

SBS) Sell the complete solution & thus ensure customer

satisfaction Business driver for upgrading to SBS 2003, Office 2003 &

Windows XP SBS PE pull through revenue (and Office 2003, Win XP) Expand your client base – helps drive new business

What’s on offer for your customers?What’s on offer for your customers?

Leverage the “Small Business Server/Microsoft CRM” Promotion

and Save Up To 70% on a 5 User System!

SBS 2003 Premium Edition customers can purchase Microsoft CRM Sales Module (server) and 5 x Sales Standard Users for $1,356 (regularly $4,485)

Runs until December 31, 2004

Example prices are RRP and include GST

Regular price applies for all users beyond the first 5 Microsoft CRM Sales Standard Users

Example based on Full Packaged Product price. Promotional pricing also available in Open Business and Open License Value licensing programs

Prices do not include SBS 2003, Hardware, or Implementation Services

Visit our website for more info http://www.microsoft.com.au/partner/crm

Training: Hands On Labs OnlineTraining: Hands On Labs Online

17 different Microsoft CRM topics Microsoft CRM: Plan, Install, and Configure Microsoft Small

Business Server Premium

50 minutes Hands-On Labs Online Level: 200

In this lab you will learn how to plan, specifying requirements, install, and configuring a Microsoft Small Business Server 2003 installation that will support a Microsoft CRM 1.2 server installation in a single-server deployment.

See the handout for all HOLs listing Visit http://members.microsoft.com/partner/training/handsonlabsonline/default.aspx

Training: OnlineTraining: Online

Microsoft CRM - Business Needs and Process Analysis - The Microsoft CRM ITK

1 hour Online Tutorial Level: 100

This tutorial is intended to provide you with a firm understanding of the business Needs and Process Analysis of Microsoft Customer Relationship Management implementations. The objective of this tutorial is not only to establish the complex nature of CRM Implementations and the business barriers that CRM projects must overcome – it is also aimed at exploring the Microsoft toolset that will help you to meet those challenges – the Microsoft Implementation Toolkit, otherwise known as the “ITK”.

Visit http://members.microsoft.com/certpartner/training/learningcenter/default.aspx for the full list of online training

Training: Classroom Training: Classroom

Subsidised Class – $1400 AUD plus GST (usually $3990).

Next classes:Course Brisbane Sydney

Melbourne

Microsoft CRM Installation

and Configuration 21-23/3 9-11/2 19-21/1

Microsoft CRM Applications

Professional 4-5/4 21-22/2 31/1&1/2

Microsoft CRM Customisation 6-7/4 23-24/2 2-3/2

For further information regarding this offer, please visit www.ddls.com.au/mscrmcert

Exam offer for CRM CSA

Training: E-CoursesTraining: E-Courses

Microsoft CRM Applications Standard Edition eCourse—$400 US pp Microsoft CRM Installation and Configuration eCourse—$400 US pp Microsoft CRM Customization eCourse—$400 US pp Microsoft CRM Customer Service Pro. eCourse—$299 US pp Microsoft CRM Sales Professional eCourse—$299 US pp Microsoft CRM Mobile Technical Training eCourse—$199 US pp Microsoft CRM Mobile User Training eCourse—$199 US pp

Available http://www.microsoft.com/BusinessSolutions/crm_etraining.aspx

Microsoft CRM: Next StepsMicrosoft CRM: Next Steps

Microsoft CRM Certified Software Advisor? 2 people complete 3 exams total=additional

rebates on MS CRM license sales

Complete training Install Microsoft CRM internally Promote Microsoft CRM to SBS Premium

Edition customers

A comprehensive retail solution for small and midmarket retailers

Enables them to streamline their business operations and reduce their POS and operations costs: POS transactions Chain-wide pricing,

purchasing & inventory control Customer service Accurate & powerful reports Accounting integration

MYOB, Quicken, Great Plains, Navision

Expand to multi-store operations View & analyse data across business or store-by-store Set and monitor policies and procedures for every store

Store Operations Headquarters

Microsoft Retail Management SystemSoftware Designed For The Independent RetailerMicrosoft Retail Management SystemSoftware Designed For The Independent Retailer

A Great Partner OpportunityGet Started Today…A Great Partner OpportunityGet Started Today…

About a quarter of Australian small businesses are retailers

Factors to consider in selling RMS POS Automation is a specialised competency Retailers are particularly challenging

Support requirements

Cash flow constraints

Partner with our Australian Distributor: POS Partners Start Fast: Subsidised training through Dec ‘04 http://www.pospartners.com.au Ph: 1300 302 982Email: NewPartner@pospartners.com.au

Visit our website for more info: http://www.microsoft.com.au/mbs

3 things to take away…3 things to take away…