The benefits of using Microsoft Dynamics CRM go beyond sales efficiency and customer relationship excellence. During this session you will find out how a streamlined process will help your sales grow, and also how you can manage internal processes and basic admin activities, such as holiday requests, travel expenses, project management or newsletters campaigns. This workshop will help you understand how daily internal processes can be captured in a powerful tool and increase speed and efficiency for your teams.

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Business Processes in Microsoft
Dynamics CRM
Nicu Aleman
Managing Partner / ASG (Aleman Software Group) / www.aleman.ro

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Many thanks to our sponsors & partners!
GOLD
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PARTNERS
PLATINUM
POWERED BY

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• Who’s a programmer in this room will laugh at the
following joke:
I don’t see women as objects. I consider each to be in a
class of her own.

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About me
Nicu Aleman
Managing Partner - ASG
“Do. Or Do Not.
There is no TRY”
Background
• Managing Partner – ASG (Aleman Software Group)
• Cloud Business Development Manager – Microsoft
• ISV Partner Account Manager - Microsoft
• Presales Manager - Oracle
Personal
• New Technologies
• Microsoft CRM
• Corporate Etiquette
• Photography
• Chess
• Basketball
• Management

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Customer
Experience
CRM: Your
Business
Solution
Sales Process
Q&A
What is
Dynamics
CRM?
Marketing &
Service
Extending
CRM with
great features
Agenda

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• A structured, measured set of activities designed to
produce a specific output for a particular customer
or market
• A flow chart
• Why do we need them?
What is a business process?

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What is Microsoft Dynamics CRM?
Sales Marketing
Customer
Service
Social
Other
LOBs

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• v. 2016/Online
• Customer Relationship Management
• xRM (any Relationship Management)
• A great tool for less programming and more
consulting
What is Microsoft Dynamics CRM?

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•All companies sell
•Sales are not a game of luck. Sales
are a game of statistics
•How does a sales process help?
Sales Process

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Our sales people
really sell?
22%78%
Non-Sales activities

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Sales
Marketing
Service
Your business, faster and easier.
Pace Productivity: “How Sales Reps Spend Their Time”
A salesperson’s weekly schedule
Breaks, Lunches, 6%
Travel, 13%
Admin work, 23%
Sales, 22%
Planning, 10%
Orders Processing, 12%
Others, 4%
Customer assistance,
10%

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• Starting with v. 2013
• Create fast and relevant business processes
• Fast customization (only clicks)
• See your next steps – no guesswork!
• Adapt a process to match your business
• Visible on any entity
• Easy to follow and report
• Less code – more consulting and drag&drop
Business Processes in Dynamics CRM

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Marketing
activities
Lead Opportunity Quote
Order Invoice Delivery Cash
Lead to Cash Process

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Stage
Probability 0% 10% 20% 40% 60% 80% 100%
Purpose
Find
potential
leads
Qualify and
profile opps.
(B.A.N.T)
Contact and
meet the
customer
Identify
needs for a
customized
offer
Create offer,
demo, POC,
prepare for
negotiation
Negotiation
Contracting
and steps
for
delivering
the project
ApproachQualifyProspect
Needs
Identification
Offer Negotiation Contracting
Invoicing Delivery
Sales steps

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Sales Process
Prospect Qualify
Needs
Identification
Offer Negotiation Close

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• Standardize
• Lead to Cash Process
• B2B vs B2C
• Probability
• Lead vs. Opportunity
• B.A.N.T.
• Pipeline
• Forecast
• Sales velocity
Sales Process

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Dashboards & KPIs

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Marketing
Dynamics
CRM
Marketing
Tablet/
Mobile
Availability
Newsletter
Integration
(MailChimp)
Surveys
Flexible
Forms
Skype
Integration
Customer
portal
QR / Bar Code
Web Traffic
MonitorPhone
Integration
SMS Platform
Competition
Analysis
Dashboard
and Reports
Guided
Telesales
Scripts
Personalized
Letters
Budgets
Control
Tasks
Management

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Service | Microsoft Dynamics CRM

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EXTENDING CRM WITH GREAT FEATURES

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Initiation Planning Execution
Control Close
Project Management Process

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Performance
Objectives
Planning
Feedback &
Coaching
Employee
Feedback
Evaluation
Employee Performance Process

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• IT HelpDesk
• Expenses Management
• Holidays admin
• Surveys
• Personlized, targets emails and mailmerg
• MailChimp Integration
• Add-on ASG PhoneToSMS
• QR/Bar code integration
• Employee Performance evaluation
• Project Management
Maximizing the investment

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DEMO
Demo

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Q & A