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Accelerators for Microsoft Dynamics® CRM

Accelerators for Microsoft Dynamics® CRM. Microsoft Dynamics CRM Accelerators. Workflow Productivity. Event Management. CRM Event Notifications. Analytics. Sales Methodology. Enterprise Search. Extended Sales Forecasting. eService. Partner Relationship Management (PRM).

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Accelerators for Microsoft Dynamics® CRM

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  1. Acceleratorsfor Microsoft Dynamics® CRM

  2. Microsoft Dynamics CRM Accelerators Workflow Productivity Event Management CRM Event Notifications Analytics Sales Methodology Enterprise Search Extended Sales Forecasting eService Partner Relationship Management (PRM) Social Networking Portal Integration Accelerate Your People Accelerate Your Business Accelerate Your Environment

  3. Accelerate Your Business Streamlined deployment and seamless integration with Microsoft Dynamics CRM help you get up and running quickly, and without adding undue complexity to your IT environment. • Continued innovation • Enhanced CRM functionality • Shared source • No-cost • Integrated • Guidance

  4. Accelerator Components

  5. Accelerate Your Business with Analytics BUSINESS ISSUES ACCELERATOR BENEFITS • Difficult to share, use, and explore customer data • Multiple inconsistent data sources • Inaccurate sales, marketing and service reports • Plan with greater clarity and insight • Gather, monitor, and report on performance with ease • Analyze data and act strategically

  6. Analytics Accelerator Turn your customer data into actionable insight with easy to use reporting, analytics, and dashboards. • Analytics Capabilities • Key performance indicators (KPIs) • Scorecards/Dashboards • Data visualization • Financial impact tools • Out-of-the-box reports • Easy report customization

  7. Accelerate Your Business with Enterprise Search BUSINESS ISSUES ACCELERATOR BENEFITS • Disparate data sources throughout the organization • Different people have different needs • Inconsistently applied security policies • Deliver a single Enterprise search tool • Provide the right information to the right people • Maintain consistent access and authorization

  8. Enterprise Search Accelerator Find, view, and act on CRM data more easily across the enterprise. • Enterprise Search • Find CRM data through Microsoft® Office SharePoint® search • Consistent data security • Edit CRM entities through Office SharePoint Server

  9. Accelerate Your Business with Sales Methodology BUSINESS ISSUES ACCELERATOR BENEFITS • Not meeting revenue goals • Inconsistent sales process • Unbalanced sales force performance • Empower sales reps with premier sales methodologies • Track and exceed sales projections, grow revenue • Enable high performance consistency

  10. Sales Methodology Accelerator Provide a holistic sales approach with leading sales methodology vendor solutions. • Sales Methodology • Integration tools and • documentation for: • Target Account Selling (TAS) • SPI Solution Selling • Miller Heiman (Gold Sheet, Blue Sheet, Green Sheet)

  11. Accelerate Your Business with Extended Sales Forecasting BUSINESS ISSUES ACCELERATOR BENEFITS • Goal/quota tracking cumbersome • Lack of confidence in sales forecast • Reactive approach to sales • Spend more time selling, not managing goals • Improve decision making with accurate forecasting • Achieve a proactive and strategic sales approach *Please see the notes for info. about Dynamics CRM Online.

  12. Extended Sales Forecasting Accelerator Improve the efficiency and accuracy of your sales goals and forecast. • Forecasting Capabilities • Effortless goal creation and management • Track individual, team or all-up goals • Automate laborious manual tasks • Instantly generate goal based forecasts

  13. Accelerate Your Business with CRM Notifications BUSINESS ISSUES ACCELERATOR BENEFITS • Slow and cumbersome data access • End users required to access CRM systems continuously • CRM users are reactive and inefficient • Efficiently deliver information relevant to business roles • Deliver subscription-based information • Empower users to be proactive

  14. CRM Notifications Accelerator Stay informed of business developments by subscribing to events that are relevant. • CRM Notifications • Event subscription • Automatic delivery • Flexible delivery and reading options

  15. Accelerate Your Business with Workforce Productivity BUSINESS ISSUES ACCELERATOR BENEFITS • Lack of business auditing • Complex and inefficient processes • Inconsistent marketing, sales, and service execution • Take advantage of business auditing tools • Better apply consistent processes • Apply productivity tools that fit your business

  16. Workforce Productivity Accelerator Enhance business productivity across your business. • Workforce Productivity • Sales process automation • Business data auditing • Customer reference program • Complaints management

  17. Accelerate Your Business with Event Management BUSINESS ISSUES ACCELERATOR BENEFITS • Poor capture and retention of customer information • Difficult event communication and execution • Inability to track event performance • Improve productivity of event staff • Capture end-to-end event data and leads • Report on event ROI and improve event decision-making *Please see the notes for info. about Dynamics CRM Online.

  18. Event Management Accelerator Improve attendance, track leads, and reduce costs through better event planning and execution. • Event Mgmt Capabilities • Quick event creation • Process management and automation • Simple registration • Attendee tracking • Event analytics and reporting

  19. Accelerate Your Business with eService BUSINESS ISSUES ACCELERATOR BENEFITS • Limited interaction channels for customers • Escalating contact center costs • Overworked and reactive customer service reps • Deliver superior multi-channel service 24 x7 • Control costs by empowering customers to help themselves • Enable teams to work more productively *Please see the notes for info. about Dynamics CRM Online.

  20. eService Accelerator Improve customer satisfaction and loyalty by delivering multi-channel customer service. • eService Capabilities • Profile management • Case management • Knowledge base search • Service scheduling • Portal management

  21. Accelerate Your Business with Partner Relationship Management (PRM) BUSINESS ISSUES ACCELERATOR BENEFITS • No central repository for partner information • Unable to track or leverage partner related revenue opportunities • Hard to measure partner performance • Holistically track and manage partners • Achieve streamlined lead and opportunity management • Identify most valuable partners

  22. Partner Relationship Management Accelerator Better manage and maximize the potential of your partner base. • PRM Capabilities • Holistic partner view • Effortless segmentation • Rich portal framework • Seamless lead and opportunity tracking • Partner-focused analytics and reporting

  23. Accelerate Your Business with Social Networking BUSINESS ISSUES ACCELERATOR BENEFITS • Lack of insight into online conversations • Difficulty in extracting business value from social networking • Hard to measure impact of social networking • Seamlessly track Twitter conversations in Microsoft Dynamics CRM • Enrich your customer data with online details • Analyze and identify key online trends

  24. Social Networking Accelerator Extract business value from conversations on Twitter. • Social Networking Capabilities • Manage Tweets in Microsoft Dynamics CRM • Identify online influencers • Convert Tweets to contacts, leads, or cases • Track sentiment by topic • Pinpoint trends

  25. Accelerate Your Business with Portal Integration BUSINESS ISSUES ACCELERATOR BENEFITS • Easily publish/extend CRM features • Provide solutions that empower and serve • Build multiple portal solutions on one platform • Unable to extend CRM functionality externally • Lack tools to empower partners, agents, etc. • No consistent portal framework

  26. Portal Integration Accelerator Provide the foundation for your portal solutions. • Portal Integration Capabilities • Deploy audience-specific features • Robust security framework • Central management via Configuration Console • Publish any entity via Web interface • Out-of-the-box Web-to-Lead

  27. Accelerate Your Business Now • Download accelerator packs at http://www.codeplex.com/crmaccelerators • Accelerators for Microsoft Dynamics CRM 4.0 are released at no cost • Review the licensing implications for each accelerator (e.g. if you implement the portals then you will require an external connector license). Documentation will be provided with each accelerator discussing specific licensing requirements. • Work with your partner to fit to your business

  28. Event Management

  29. Event Management Summary • The Event Management Accelerator is a new set of capabilities based on the Portal Integration Accelerator • That allows organizations to seamlessly set up, manage and optimize events • And then effortlessly track all responses and leads from those events to maximize revenue opportunities.

  30. Accelerate Your Business with Event Management Optimize event strategy and investment priorities Drive new leads and maximize event revenue opportunities Reduce event costs by automating manual tasks Attain end-to-end visibility throughout event lifecycle Understand event ROI to improve decision-making

  31. Functional Overview Plan Measure • Easily plan, execute, and review events • Effortlessly manage invitations, registrations and attendance • Adeptly track venue, presenters and target audience • Seamlessly track responses and leads in one central repository Analysis &Reports Planning& Budgeting Responses & Attendance Registration & Data Capture Register Execute Track Communications & Workflow

  32. Event Planning Event Planning Made Easy • Key Points • Event planning and creation right from Microsoft Dynamics CRM • Full budget and financial details • Logistics planning including venue, tickets and wait-list limits

  33. Event Registration Streamlined Registration Process • Key Points • Pre-built landing pages and forms for easy Web registration • Automatic registration confirmations • Intelligent data capture and association

  34. Event Execution 360-Degree Event Visibility • Key Points • Full attendee, sponsor, speaker, session, venue and facilities details • Pre-built event workflows automate laborious tasks • Effortless personalized outbound communications (e-mail messages, invitations, etc.)

  35. Event Tracking Effortless Response and Attendance Tracking • Key Points • Complete interaction history at your fingertips • One-click response management • Real-time registration, cancellation and attendance counts

  36. Event Analysis and Optimization Robust Reporting and Analysis • Key Points • Multitude of out-of-box event reports • Easy delta analysis against registrations, attendance and cancellations • Revenue tracking and ROI analysis enable event optimization

  37. eService Accelerator

  38. eService Accelerator Summary The TheeService Accelerator provides a self-service portal, fully integrated into Microsoft Dynamics CRM customer service, so your customers can view and edit their personal information, open a service case, search for a solution, and schedule services in a time frame that meets their needs and at their convenience.

  39. Accelerate Your Business with eService Increase customer satisfaction for those customers who want self-service capabilities Improve customer service levels while reducing costs Increase customer loyalty by accelerating issue resolution and scheduling efforts Understand customer preferences and costs across all communication channels

  40. Seamless Management of 24/7 Self-Service Build Track • Create, integrate, and deploy online portal • Allow customers to manage their own profile • Give customers access to knowledge base and calendar • Customers submit cases and monitor status • Portal tracks activities and notifies relevant people Portal Auditing & Notifications Portal Management Online Case Management Online Profile Management Manage Online Knowledge Base & Scheduling Resolve Empower

  41. eService Features • Portal setup and management • Centralized data storage • Connected to Microsoft Dynamics CRM Portal Management Build • Profile field management (view/edit rules) • Customer access to view and edit details • Real-time customer access Online Profile Management Manage • Searchable knowledge base for self-help • Service scheduling calendar access • Self-help guidance Online KB & Scheduling Empower • Online case creation and monitoring • Case status and resolution • Customer service agent communication rules Case Management Resolve • Self-service portal automatic auditing • Automatic notifications and delivery • Monitor self-service activity Auditing & Notifications Track

  42. eService Screenshots

  43. Partner Relationship Mgmt

  44. Growing Importance of PRM Growing Importance of Partners Surging PRM Market • 65% of revenue in global 200 enterprises will be driven or influenced by partners. • Profitable VARs will generate at least 50% of sales from services, 30% from software, and less than 20% from hardware. • 70% of midsize VARs will generate at least 50% of revenue selling to, through, and with other VAR, SI, ISVs and service providers. • Source: Gartner, Accenture Research and CSO Insights Industry Source: Gartner Market Focus: The Future of the IT Channel 2005-2010

  45. PRM Market Segmentation

  46. Our View on PRM • PRM is: • A central repository for partner-related information. • A solution that allows companies to better track, manage and leverage their partners (primarily sales partners). • A solution (portal) that allows partners to effectively engage with the company via an interactive portal framework.

  47. Accelerate Your Business with PRM More effectively capitalize on partner revenue opportunities Reduce partner management costs by automating manual tasks More accurately forecast and measure partner performance Increase partner loyalty by improving “ease of doing business”

  48. PRM Accelerator Functional Overview Understand Measure • Holistically track and manage partners • Empower your partners via portal capabilities • Efficiently allocate leads and jointly sell with partners • Better measure performance of partners Analysis &Reports Partner Details & Skill Sets Deal Reg. & Joint Selling Segmentation & Queries Segment Enable Sell Portal Features & Training

  49. Understand Your Partners Have Complete Partner Details at Your Fingertips • Key Points • Full partner account and contact details • Detailed information on skills, training and resources • Certification and accreditation information

  50. Segment Your Partners Identify Your Key Partners • Key Points • Point-and-click segmentation tools • Segmentation by geography, industry, product, etc. • Identification of high value partners

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