Dynamics CRM Update, Roadmap and Social Media. Steven Foster September 2011

Transcription

1 Dynamics CRM Update, Roadmap and Social Media Steven Foster September 2011

2 Dynamics CRM Update and Roadmap Agenda Introduction Dynamics CRM Update (10mins) Dynamics CRM Roadmap (10mins) Social Media and CRM (15mins) Lets see it in Action! (5mins) Questions

3 Dynamics CRM Update and Roadmap Steven Foster: CRM Product Manager My role is to drive the Microsoft CRM business, delivery and partner relationships People call me passionate about CRM and even an evangelist! I have been working in the field of CRM for over 12 years, implemented many CRM and xrm solutions and have experience across a broad range of CRM technologies, industries and countries.

4 Dynamics CRM Update

5 Dynamics CRM Update and Roadmap Is a flexible business application that helps organisations increase business productivity and drive connections across people, processes and ecosystems Sales Productivity Customer Care Marketing Industry Solutions Grants 360 Custom Applications Core CRM xrm Framework Extended CRM

6 Dynamics CRM Update and Roadmap The focus of CRM 2011 Microsoft Dynamics CRM 2011 delivers The Power of Productivity through familiar, intelligent and connected experiences for people inside and outside an organisation Familiar natural and personal Intelligent insight and actionable Connected collaborative and integrated

7 Business at a Glance Dynamics CRM Update and Roadmap Over 2,00,000 users in more than 80 countries with 40+ languages Over 30,000 customers from small to enterprise Over 1,200 software and services partners with Dynamics CRM competency Over 100 service providers hosting Dynamics CRM solutions Regional datacenters in the Americas, EMEA, and APAC Multi-tenant architecture for cloud and on-premises deployment Developer symmetry between our cloud and on-premises assets for integration and extensibility More value for less helps customers make the most of their investments

8 Dynamics CRM Update and Roadmap FORRESTER -Medium Microsoft Dynamics CRM shines by offering flexibility for large and midsized organisations. ~ Bill Band

9 Lots of Features... Business Process Management Business org. modeling Tree based designer Hyperlink support in prompts Static & dynamic response types for prompts Custom workflow activity Import/export process definition AppFabric integration Interactive workflow Content Management Track changes Version control Automatic folder creation Secure file sharing Quick preview Simultaneous editing Single sign-in Text search with documents User Experience Native Outlook search experience Column filters template support Outlook Social Connector Record counts Re-occurring meetings Meetings bi-directional synch Context menus Accessibility compliance Voice recognition tools support Outlook follow-up/reminders Outlook categories on CRM records Data cleansing enhancements Data mapping Dynamics CRM Update and Roadmap Personalization Multiple application use/switching Intelligent choice controls Dynamic forms Navigation shortcuts Flexible filtering and search View selection persistence Personalized synch folders Personalized reading pane Customer Care Custom activities Customer care dashboard Case modeling KB article customization Workload management Flexible queues Business/contact center goals System-wide auditing Sales Quota management Team selling capabilities Connections Custom currency Sales dashboard Write-in products Negative price support Marketing Marketing dashboard Dynamic Marketing Lists Bulk update Rich CRM s Improved Data Import Wizard Customization and Extensibility Forms designer System views Visualization Designer Customizable dashboards Any to Any relationships Multi-factor authentication Interactive override for Field Level Security Global Jscript libraries HIPAA certifiable Management and Administration Multi-nation setup Claims based set-up configuration Server admin automation Organization management automation Simple Internet-facing deployment MUI upgrades Org. update/upgrade Tenant by tenant upgrade migration Server farm updates Deployment Web-Services Integration Azure Service Bus integration Firewall tunneling Bulk data load Solution Management Solutions hosting Solution lifecycle management Managed properties Community rankings Listings details and management Search and navigation Over 500 enhancements

10 Microsoft CRM 2011 Roadmap

11 Dynamics CRM Update and Roadmap Roadmap May 2011 Highlights Microsoft is committed to the power of choice allowing flexibility with deployment Microsoft Dynamics CRM will continue to harness and surface the collaboration capabilities from Microsoft SharePoint, Microsoft Lync, and Microsoft Office. Improved provisioning and evaluation of Microsoft Dynamics Marketplace solutions

12 Dynamics CRM Update and Roadmap Summary of Dynamics CRM Online Q Update Unified Office 365 Experience* Enterprise Cloud Feature Enhancements Social (Wave 1) Unified Provisioning Unified Billing** Unified Administration Identity Federation In-Region Disaster Recovery Industry Certifications New BI Capabilities Enhanced Dialogs Enhanced Data Cleansing Activity Feeds Windows Phone 7 Activity Feeds App

13 Dynamics CRM Update and Roadmap Social Media Micro Blogging Glimpse

14 Dynamics CRM Update and Roadmap

15 Social Media and CRM: A Practical Approach

16 Social Media and CRM Agenda What is Social Media and why does it matter? How does Social Media relate to your organisation? Microsoft Dynamics CRM and Social Media Summary, discussion, and questions

17 What is Social Media? The term social media refers to the use of webbased and mobile technologies to turn communication into interactive dialogue.

18 Social Media and CRM Image Courtesy of Espresso

19 Image Courtesy of Espresso Social Media and CRM

20 Image Courtesy of Espresso Social Media and CRM

21 Social Media and CRM Image Courtesy of Espresso

22 Image Courtesy of Espresso Social Media and CRM

23 Social Media and CRM But: It s Just People People talk, just as they breath, eat and sleep People also listen An extension of the dinner table conversation Same rules Same behaviour

24 Social Media and CRM Social CRM Whether organizations like it or not, customers are going to utilize social technologies to participate in conversations, post thoughts and observations or complain about your products and services You can choose to listen and engage customers through these new channels or ignore them Conventional wisdom says that the former is the preferred option

25 Private Public Social Media and CRM Blogs Casual Professional

26 Social Media and CRM What can you get out of Social Media? Customer intelligence Reputation monitoring Lead generation Customer service Public relations Campaign management + Effort + Risk + Reward

27 Reputation Monitoring Tips

28 Social Media and CRM OMG! A Mention! What do you do when your Social CRM Tool detects a mention?

29 Social Media and CRM Tone Each network has its own tone Unwritten rules and expectations E.g. Twitter: don t auto-tweet other feeds Don t auto-dm new followers

30 Social Media and CRM Detecting Tone Lurk before wading in This means being engaged and online BEFORE an event Example: BP Gulf oil spill PR

31 @BpGlobalPR Social Media and CRM

32 @BpGlobalPR Social Media and CRM

33 @BpGlobalPR Social Media and CRM

34 Social Media and CRM Viral Effect AKA Network Effect I tell 10 friends, who each tell 10 more. Inverse law: the harder you try, the less likely it will happen. Due to bullshit detection?

35 Social Media and CRM Beware of the Streisand Effect

36 Social Media and CRM Reaction Don t over react. What would you do if someone made an incorrect statement at a dinner party? What if they were angry? What about if someone was obviously an idiot?

37 Social Media and CRM REACTION

38 Social Media in Dynamics CRM

39 Social Media and CRM What can you get out of Social Media? Customer intelligence Reputation monitoring Lead generation Customer service Public relations Campaign management + Effort + Risk + Reward

40 Social Media and CRM Managing Social Interactions

41 Social Media and CRM What does it look like? Account level profiling Contact management awareness Campaign Event Connecting to more than just your known contacts 3 rd Party extensions InsideView

42 Social Media and CRM Take Outs It doesn't have to be difficult Add a lot of value with some simple configuration Expand your network with a connected approach

43 Questions

44 Thank you

45