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MIcrosoft Dynamics CRM 2013 - Deep Dive

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Microsoft CRM 2013 Deep Dive - What's new plus the best new features!

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MIcrosoft Dynamics CRM 2013 - Deep Dive

  1. 1. Session agenda
  2. 2. Buyer 2.0 trends are shaping the new sales team Today’s buyer • Does their own research • Favors peer group recommendations • Has high expectations • Holds the power 48% followed industry Before a supplier is engaged… conversations on the topic 57% of an average B2B purchase is complete 37% posted questions on social networking sites looking for feedback 59% engaged with a peer More than 10 sources have been consulted who had addressed the challenge DemandGen Report, “Breaking out of the Funnel” CEB, The New High Performer Playbook, Arlington VA, 2012
  3. 3. Microsoft Dynamics CRM makes business personal • Simple and immersive interface that salespeople love to use • Personalized, efficient and familiar experiences • Embedded process, based on proven best selling practices • Agile processes that can be tailored to each business • Deep insight into market conditions, prospects and customers • Navigate the customer’s buying chain effectively through social prospecting • Data visualization gives sales leaders visibility into key metrics and trends • Anywhere access to the people and resources needed for success • Real-time internal and external collaboration with rich communication tools • Content and expertise sharing to help teams win together • Social networking tools in business context
  4. 4. Experience designed for people      
  5. 5. People-first design • • •
  6. 6. New navigation model  
  7. 7. Simplified Navigation Simplified Navigation
  8. 8. Simplified Navigation
  9. 9. Flat User Interface – No pop ups!
  10. 10. Recently viewed records at your fingertips
  11. 11. Enter data “on-the-fly” with Quick Create
  12. 12. Quick Create Forms
  13. 13. New command bar
  14. 14. Auto-Save
  15. 15. Image Type Field
  16. 16. Portable Business Logic
  17. 17. Quick View Forms (From Other Entities)
  18. 18. Business Process – standardize on best practices          According to CSO Insights, companies that adopt a dynamic sales process show a 19% increase in quota attainment over companies that do not.
  19. 19. What it looks like
  20. 20. Business process-centric experience     
  21. 21. Personalized sales process    
  22. 22. Real Time Workflows – (Synchronous) In the example below, when an opportunity is over $25,000, the Size of the opportunity is set to strategic.
  23. 23. In Line Controls
  24. 24. Industry Templates       
  25. 25. Industry Templates (cont.)       
  26. 26. Turn action into insight    
  27. 27. Insideview Integration
  28. 28. Insideview – Actionable Intelligence          
  29. 29. Yammer - Collaboration
  30. 30. Stay productive on the go     Adopt Microsoft Dynamics CRM on touch devices to: • Quickly mobilize your sales force • Create a competitive differentiator • Attract and retain sales talent
  31. 31. Team selling through social connections • • •
  32. 32. Social Pane
  33. 33. Social on all activities
  34. 34. Q&A
  35. 35. Everyone is connected, everywhere, all the time >4.5 billion >400 million people on social tweets per day about product, services, and brands >6.8 billion on mobile 150 average number of times a person checks their phone each day
  36. 36. Every touch point matters Reputation… Shopping… References… Search… Reviews… Ads… Engagement… Likes… Service…
  37. 37. Customers know everything products customers competitors service employees brand
  38. 38. Decisions are made before you can even engage Customers are 57% 70% through the sales cycle before they talk to you For complex sales cycles * * http://partnersinexcellenceblog.com/70-of-buying-process-completed-without-sales-invovlement/
  39. 39. Companies must adapt to the new customer journey
  40. 40. A New Paradigm for Delivering Amazing Experiences
  41. 41. Microsoft Dynamics CRM built to help you meet customer needs People-first experience designed to bring you closer to your customers Pervasive connections and communications inside and outside the organization Personal experiences delivered across every interaction and engagement
  42. 42. Pervasive connections • • •
  43. 43. Personal experience • •
  44. 44. Reimagine how you market • • •
  45. 45. Reimagine how you market “We increased our volume of business by more than 150%.” 75% average cost reduction * 243% risk-adjusted ROI over 3 years ** Bill Elliott President and CEO Access MediQuip *Smead reduces costs by 75 percent by switching from SFDC to Dynamics ** The Total Economic Impact of Microsoft Dynamics CRM 2011, Forrester Research
  46. 46. Reimagine how you sell • • •
  47. 47. Reimagine how you sell “Using Dynamics CRM, we can do more team selling and cross-selling across our business groups to offer customers the best fit of services.” 246% increase in user adoption * 50% acceleration of sales conversion cycle ** Vicki Burton Director of CRM CSX Easy-to-use CRM system spurs employee data tracking, improves information accuracy The Total Economic Impact of Microsoft Dynamics CRM 2011, Forrester Research
  48. 48. Reimagine how you care • • •
  49. 49. Reimagine how you care “We used Microsoft Dynamics CRM to personalize our fan experience. It provides our staff the right tools and knowledge to create memorable guest experiences.” 95% customer satisfaction rate * 75% reduction in average time for issue resolution * Scott Loft VP of Ticket Sales Oklahoma City Thunder - NBA Team * Microsoft Dynamics CRM helps insurance firm improve sales efficiency and customer care
  50. 50. Customer success
  51. 51. Built for customer experience

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