Introduction to CRM Concepts and Solutions

Transcription

1 Microsoft Business Solutions MS CRM 1.2 knight.fcu.edu.tw/~d /crm/download/%b3%7b%a5%d 2%A2wMS%20CRM%C2%B2%A4%B6.ppt Agenda Introduction to CRM Concepts and Solutions Recommended Training Introduction to CRM Concepts and Solutions Edition Sales Module Customer Service Module Customization 1

2 Editions and Modules Microsoft CRM Edition Modules Professional Edition Modules Sales Customer Service Professional Sales Professional Customer Service Suite Sales Customer Service Professional Suite Professional Sales Professional Customer Service Microsoft CRM All Editions Sales Customer Service Suite Pro Sales Pro Customer Service Pro Suite Home Page Work Place Reports Customization Tools Sales CRM Sales for Outlook Customer Service Work Flow Manager Sales Professional Customer Service Professional 2

3 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 selfservice, field dispatch, knowledge base Lead Routing, Material distribution, catalog syndication Doc share, , 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 2003 SQL 2000 Server SP3 Exchange Server 2000 or 2003 Clients: Office 2000 or 2003 Windows 2000/XP IE 6.0 SP1 Microsoft SQL Server Desktop Engine (MSDE) Component: MSMQ Indexing Service IIS 6.0 MDAC 2.71a/2.8 MSXML 4.0 SP2 Microsoft.NET Framework 1.1 Crystal Report (Customize Report) 3

4 Introduction to CRM Concepts and Solutions Edition Sales Module Customer Service Module Customization Microsoft CRM Sales Factsheet Microsoft Outlook Integration Complete customer view Leads Routing Opportunities, Sales Activities Management Sales Process management Product Catalog Order management: Quotes,Orders and Invoices Quotas Territory Management Reports (120 standard pre-formatted reports) Sales Literature Competitor Tracking Workflow Correspondence and mail merge Integration with Microsoft Business Solutions 4

5 Microsoft CRM Sales Module Sales Process : Example WON! Negotiate 100% Opportunity Quote 85% Meeting 50% Not Started 0% Contact 15% 25% Lost / Deferred 0% 5

6 Sales for Outlook Client Synchronization Server Environment Mail Server Store CRM Server Store Outlook Folders Offline store Online Sync Sync Continuously Client Environment Sales For Outlook Component Outlook Client Change Going offline Online Offline Sync Manually Going Offline Going Online MSDE Local Store Online Only Change CRM Web App Introduction to CRM Concepts and Solutions Edition Sales Module Customer Service Module Customization 6

7 Microsoft CRM Customer Service Factsheet Case Management Service requests Queue Routing and workflow Searchable knowledge Base Contract Management management (include auto-response e- mail) Product Catalog Reports Integration with Microsoft Business Solution Financials Queues User 1 Accept Case 1 User 1 Case 1 Case 2 Activity 1 Action Delete In Progress Personal Queue Assigned Personal Queue Assign Case 2 Assigned Public or Personal Queue (Waiting for Action) 7

8 Workflow Manager Knowledge Base: Article Life Cycle Rejected KB Article Draft Submit KB Article Submitted Review KB Manager Draft Folder KB Manager Unapproved Folder Approved! Revise KB Article Published KB Manager Published Folder 8

9 Introduction to CRM Concepts and Solutions Edition Sales Module Customer Service Module Customization MSCRM Customization Application Integration Custom Menus, Buttons and forms Extensibility using Web Services Designed to be enhanced through connection to valueadded web service and other applications, using standard APIs, SOAP, and XML Workflow Manager/Sales Process 9

10 Customize Views Customize Menus and Buttons 10

11 Using Web Services Microsoft CRM Integration for Great Plains system overview 22 11

12 Microsoft CRM Target Market Global, Major & Strategic Accounts STRATEGIC MAJOR Corporate Accounts >500 PCs >1000 Emp CORPORATE Mid Market Upper PCs, Emp Core PCs, Emp Lower PCs, Emp MIDMARKET Small Business Core 5-24 PCs, Emp Lower <5 PCs, 1-10 Emp SMALL BUSINESS Mid-market Needs Its Own CRM STRATEGIC MAJOR CORPORATE MIDMARKET SMALL BUSINESS Mid-market Requirements Rich functionality Far lower TCO - ready to run Native integrations - Office, ERP, Web Mid-market ready tools and training Local service and support Typical deployments employees, CRM seats Teams that need to work together better 12

13 CRM Midmarket* penetration expected to surpass ERP by 2005 CRM Penetration ERP Penetration 26% 10% 11% 12% 8% 15%15% 19% 17% 20% * employees Source: 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. 13