Your Future with CRM

Transcription

1 Your Future with CRM

2 Agenda Build your Roadmap Adoption Practices Deployment Options

3 GET Customers GROW Revenue KEEP Satisfied Data Time Device Easy to Use Marketing Customer Care

4 Typical Advantages of Using CRM Marketing No more lists, lists, lists Lead tracking and scoring Multiple tools to one Batch and blast to personalized nurturing Automated campaign process Reduce manual work Web and social integration Pipeline and forecast Sales process/discipline Shared contact/account data access Simple /calendar connection Planning/prioritizing tools Efficient with time/documents Social connection tools Fantasy Sales/Gamification Mobile Customer Care Case/issue management Customer knowledge Consistent process Internal communications to resolve issues Common knowledgebase Assigning actions/follow-up Field Service Dispatch, Work Orders, Equipment, Technicians Reporting/Analysis

5 Dynamics CRM & Click Dimensions Functionality Marketing Marketing Lists Marketing Web Intelligence Lead Scoring Nurture Marketing SMS Campaign Tracking Form Capture Surveys Landing Pages Social Discovery Event Management Dashboards Leads Contacts/Accounts Opportunity/Quotes Orders Activity Tracking Outlook Integration Workflow Mobile Sales Gamification Dashboards Customer Care Case/Issue Management Tasks/Assignments Entitlement/Service Contracts Service Scheduling Knowledge Base Unified Service Desk Customer Self-Service Field Service/Scheduling Asset Management Work Orders/Inventory Mgmt Mobile/Resco via FieldOne Sky Portals via ADX Studios Dashboards

6 SAMPLE CRM Road to Success Feb 28 MARKETING AUTOMATION May 31 CUSTOMER SERVICE Aug 31 ERP INTEGRATION AND BI TBD CORE CRM BENEFIT: INSIGHT BUSINESS BENEFIT: Single customer DB SALES Sales & user adoption with tight to workflow integration Pipeline management for forecasting Sales process discipline BENEFIT: LEADS Targeted campaigns to drive lead generation Lead scoring and automated nurturing Web analytics and social listening Measure and analyze campaign results BENEFIT: CUST. SAT. Rapid resolution and team communication Issue management process and knowledge base capture Analyze trends and communicate proactively Consistent customer database Management decision making/access to rich sales data history Analytics to identify trends, targets, and segments

7 Your CRM Road to Success Jan 31 4 Apr 30 2 Oct 31 3 July 31 1

8 Top 10 Challenges with User Adoption Lack of Strategic Vision Taxation without Representation No Business Process Reviews Complexity of the system Inadequate Training GIGO/junk data No Success Metrics/KPIs Lack of management within the system No Change Management Process Lack of User Support

9 5 CRM Success Factors Engage the Executive Team, Management, and End Users Recognize that CRM is not ERP Lead change with best practices Leverage expert experience where it counts Support, monitor, measure and improve

10 Separation of Responsibilities 10

11 Deployment Methods On-Premise Online Cloud Hosted on your internal private network You organization s IT Department is responsible for all operations and required technology maintenance and management Software as a Service (Saas) Hosted in Microsoft Datacenters around the world Partner Hosted Software as a Service Public Cloud Platform as a Service or Infrastructure as a Service 11

12 Licensing On-Premise Online Cloud CRM Server 2015 = $6,249 Professional User CAL 2015 = $1,249 Basic User CAL 2015 = $434 Essential User CAL 2015 = $99 Up front costs Enterprise USL = $200* Professional USL= $65* Basic USL= $30* Essential USL= $15* Evenly over time costs Prices vary depending on selected method Partner hosted licensing costs vary tremendously ($ $200) Up front costs & evenly over time costs Note: In addition to OS, SQL, etc. license costs * Prices are per user, per month 12

13 INFRASTRUCTURE On-Premise Online Cloud Managed by the organization Anything from two servers on the local network to a private cloud IFD is not enabled by default All CRM related components must be maintained World-class Data Centers in 7 geos 132 countries 43 languages Amazing Compliance and Data Protection Biggest Difference between partners Some partners host on private networks and some host on public networks Public networks range from single site to multi-site 13

14 Compliance and data protection 14

15 PROS On-Premise Online Cloud 100% Accessibility and Control Software as a Service (Saas) Partner Hosted SaaS Your data is safe 100% Lifecycle Management Control SQL Based Reports Potentially faster Disaster Recovery capabilities Data Storage location of your choice (I.E. Within the same country) Virtually unlimited storage space Amazing snapshot capabilities Direct Access to Log Files Faster Data Migration (depending on approach) Potential for better compatibility with legacy applications Very inexpensive for SMBs to deploy Very fast ROI (In customers invested $193,868 on deployments, 4.1 months after go live the Total benefits totaled $665,086. That is 243% ROI in 4 months) Always up to date Free* Customer Support World-class data safety procedures and compliance Online-Only Functionality Automatic Integration when using Microsoft Online business solutions such as Office 365 Wide variety of deployment options and licensing possibilities Depending on partner, cloud location can be really close by Stay on the version you want for longer time Partner hosted means partner can potentially troubleshoot better 15

16 CONS On-Premise Online Cloud 100% Accessibility and Control Your data is safe 100% Lifecycle Management Control Very Hard to stay up to date (by the time you go live with the current version the next one comes out) Online Only Features are not available Internet Facing Deployment or VPN for users connecting from the outside Huge initial cost Team Readiness (Infrastructure, Administrator, etc.) Support costs Always up to date Free* Customer Support Storage Space No direct access to database or server No SQL Based Reports Slower performance when migrating large volumes of data Not as compliant as other cloud vendors Unacceptable Disaster Recovery performance Most vendors invest on their own cloud, so locations are limited Slower performance when migrating large volumes of data Slow to add new users or storage Some partners rely on cloud vendors who might now have CRM Experience, and the partners in return have no cloud experience dangerous mix 16

17 Authentication On-Premise Online Cloud Authentication via Active Directory Active Directory Federation Services needed if the CRM Environment will be Internet Facing Microsoft Online Services Multi-Factor Authentication for Office 365 Single Sign On (Federation) Password Sync (Azure AD) Varies 17