AP 029 Selling Dynamics CRM The Sales and

AP 029 Selling Dynamics CRM: The Sales and Productivity Proof-Points Ross Dembecki / Lead Product Manager

Is a flexible business application that helps organisations increase business productivity and drive connections across people, processes and ecosystems Sales Productivity Customer Care Marketing Core CRM Industry Solutions Custom Applications Extended CRM AP 029: Selling Dynamics CRM: The sales productivity proof points AP 049: Microsoft Dynamics 2011 and the Cloud x. RM Framework AP 107: Customer Care Accelerator AP 115: x. RM Framework: A Faster Way to Build Business Applications

Business at a Glance • Over 1, 400, 000 users in more than 80 countries with 40+ languages • Multi-tenant architecture for cloud and on-premises deployment • Over 23, 000 customers from small to enterprise • Regional datacenters in the Americas, EMEA, and APAC • Over 1, 200 software and services partners with new Dynamics CRM competency • Accreditations: ISO 27001: 2005 and SAS 70 Type I and Type II attestations • SLA: 99. 9% uptime, 24/7 support • Over 100 service providers hosting Dynamics CRM solutions • • Highest rated CRM suite by Forrester, Leader Quadrant by Gartner 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

Winning Customer Scenarios PC Cloud Services Browser Phone On-premises Systems

STRONG MARKET MOMENTUM “Salesforce. com and Oracle “I don’t think anybody is CRM On Demand customers offering CRM the way within 12 months of their that Microsoft is. ” contract renewal should evaluate Dynamics CRM “It’s hard to see significant ~ Warren Wilson, Ovum Online. ” obstacles to continued CRM growth over the coming years. ” ~ Rob De. Sisto, Gartner ~ Bo Lykkegaard, IDC “Buyers also like Microsoft Dynamics CRM’s usability, lower “Microsoft is going beyond price, and its quick time-to-value challenging Salesforce. com” compared with traditional CRM applications. ” ~ Nick Kolakowski, e. Week ~ Bill Band, Forrester

FORRESTER -Medium “Microsoft Dynamics CRM shines by offering flexibility for large and midsized organisations. ” ~ Bill Band

FORRESTER - Large “Buyers also like Microsoft Dynamics CRM’s usability, lower price, and its quick time-to-value compared with traditional CRM applications. ” ~ Bill Band

GARTNER - Sales Figure 1: Magic Quadrant for Sales Force Automation “Salesforce. com and Oracle CRM On Demand customers within 12 months of their contract renewal should evaluate Microsoft Dynamics CRM Online. ” ~ Rob De. Sisto

The Power Of Productivity “On the road, I need my customer data on my laptop where I can get to it quickly. ” “By tailoring my tools and to suit my style, I can get more done. ” “I need to collaborate with my co-workers around the world to close new business. ” “I don’t have a big IT department, so the more I can do myself, the better it is for my company. “My goal is personalised service that keeps my customers satisfied and coming back. ”

Driving Profitable Business Growth Today's imperative for sales executives "The key to long-term success is freeing up salespeople to develop and build customer relationships. Companies focusing on the high-value activities can expect to increase sales and profitability. ” Craig Ulrich, North America East Division Practice Leader Sales Effectiveness and Compensation, Watson Wyatt Issues Impacting Sales Profitability § 65% of companies require 6+ months to ramp up new sales reps § Only 5. 1% of companies exceed expectations in forecast accuracy § Only 63% of companies report >75% CRM adoption rate Where to Invest § Optimise sales resources for the best territory revenue yield § Invest in tools to help salespeople analyse leads and sales opportunities § Evaluate technologies that improve the effectiveness of salesperson / customer interactions § Consider (Saa. S) for CRM / SFA Sources: CSO Insights, “Sales Performance Optimization: Core CRM Usage Analysis, ” 2010 CSO Insights, “Sales Performance Optimization: Sales Management Analysis, ” 2010 Gartner, Deploying Sales Force Automation Even in a Down Economy, Robert Desisto, 2009

Productivity Is Key to Profitability Efficient, effective selling drives acquisition, retention of profitable customers Sales Efficiency Sales Effectiveness “High performing sales organizations spend 30% less time throughout the year on administrative tasks” “High performing sales organizations spend 40% more time each year with their best potential customers” Spending more time with the right customers and prospects Reprinted with permission from Driving Profitable Sales Growth: 2006/2007 Report on Sales Effectiveness © 2008 Watson Wyatt Worldwide

Productivity Is Affected by… Poor processes and technology Meeting/Admin Tasks 17% Selling: Face to Face 36% Generating Leads 18% Account Management 14% Other (Training, Travel) 14% Source: Sales Optimization Survey, CSO Insights, 2010 Sales Poor tools Technology that people actually Adoption use Customer-centric Inconsistent Sales sales Processes processes Anytime anywhere Accurate information, Inability to Access Unreliable Prospect and access to people and insight that improves Information Customer Information information decisions

Sales Productivity and Performance Critical drivers of productivity delivered through software Optimised selling cycles Real-time customer intelligence Connected, collaborative sales force Actionable business insight

Optimised selling cycles Real-time customer intelligence KNOW YOUR CUSTOMERS REAL-TIME CUSTOMER INTELLIGENCE Connected, collaborative sales force Actionable business insight

Know Your Customers A complete view shows you the best opportunities Improve planning with real-time account snapshots Stay connected on the road with mobile solutions See top recommended contacts and products

Optimised selling cycles Real-time customer intelligence OPTIMISE SELLING CYCLES DO MORE WITH LESS Connected, collaborative sales force Actionable business insight

Optimise Selling Cycles Selling time is impacted by manual tasks and inefficient processes Administrative Time Selling Time Quotes, approvals, and manual processes Customer face time Customer and prospect info search Sales opportunity analysis Manual data entry and de-duplication Collaboration with colleagues Separate e-mail / calendar management Deal closure Sales Cycle Time “The way sales professionals allocate their time is critical—even a couple more hours per week on these key activities can make a real difference. ” Reprinted with permission from Driving Profitable Sales Growth: 2006/2007 Report on Sales Effectiveness © 2008 Watson Wyatt Worldwide

Optimise Selling Cycles Simplified data input and lead management Effortlessly qualify and assign leads Use easy search and custom views Reduce time and minimise data errors with pre-filled forms and look up fields Streamline lead distribution through predefined workflows

Optimise Selling Cycles Streamlined sales processes and approvals Enable multi-step sales processes (i. e. sales stages) with advanced workflow Accelerate the sales cycle with automatic routing and approvals Quickly create custom workflows for your process with logical workflow design for sales teams

Optimised selling cycles Real-time customer intelligence SELL BETTER TOGETHER CONNECTED, COLLABORATIVE SALES FORCE Connected, collaborative sales force Actionable business insight

Sell Better Together Anytime, anywhere access to people and information Use integrated telephony, fax, email and calendaring capabilities in native Outlook client Use embedded social networking capabilities with Outlook 2010 View real-time status and communication with Presence feature

Sell Better Together Enhanced collaboration and document management Save time by using existing templates, proposals, and contracts Find information and people quickly with powerful portal and search capabilities in Share. Point Share knowledge easily with centralized document repository

Optimised selling cycles Real-time customer intelligence Connected, collaborative sales force Actionable business insight FOCUS ON THE RIGHT OPPORTUNITIES ACTIONABLE BUSINESS INSIGHT

Focus on the Right Opportunities Confidence and accuracy is the key for better decisions 40% of sales executives rate Sales Analytics as one of the top needs for their organisation Source: User Survey Analysis: Business Intelligence, Worldwide 2007: Gartner Sales Today re Fo a st R Target Goal e ng ca Low Forecast Confidence § Missing data from lack of user adoption and use § Inaccurate data due to difficulty in using system Time ~60% of sales executives rate their ability to conduct accurate sales forecasting as ‘Needs Improvement’ Source: CSO Insights, “Sales Performance Optimization, ” 2010

Focus on the Right Opportunities Configurable dashboards and reports “I need visibility into our sales forecast and costs. “- Sales VP Instantly track sales pipeline, top customers and sales leaders with configurable dashboards Easily identify most lucrative or important deals/customers Enrich data and business intelligence with external data sources

Focus on the Right Opportunities Role-tailored data visualisation Instantly show highest value prospects/leads with conditional formatting Gain real-time view of sales pipeline with in-line data visualisation

Sales Productivity and Performance Critical drivers of productivity delivered through software Optimised selling cycles Real-time customer intelligence Connected, collaborative sales force Actionable business insight

TIPS: MARKETING & SELLING CRM

Marketing & Selling Microsoft Dynamics CRM 2011 This section will provide a summary of the key concepts across the entire sales process and will help identify available resources and tools for you to leverage to prepare to market and sell Microsoft Dynamics CRM 2011 Partner Awareness & Demand Gen Consider & Trial Proof & Purchase Renew & Upgrade Investments Digital Strategy Discovery & Profiling Proof of Concepts Deployment Readiness Traditional Marketing Sales Resources Pricing & Licensing Measurement Engagement Relationship Marketing Proof Points Better Together Retention Resources Offers & Promotions Trials Close the Deal Grow

Optimise for Digital and Social #2 SEO Result Get Your Story Out! Tie Traditional & Online Marketing Together 12, 000 + Followers

Target Conversations to Decision Makers • You have (non CRM) customers today – Begin Account Discovery and Profiling Work • Target Share. Point / Outlook & Exchange / ERP Users • Implement your own referral (bounty) program – Align with non-CRM partners to protect their Microsoft interests • Launch an all-out 30 -day trial blitz • Balance the BDM / TDM Relationship • With CRM Online, you are often selling to the Business Decision Maker – They don’t really care about WLID, XML, email configuration options, or MAPI – They care about how Dynamics CRM’s ease of use, familiarity, and innovation help them sell, market, and service customers • The Technical Decision Maker can’t say ‘yes’, but they CAN say ‘no’

Offers That Work • Online Offers that work – Online Trials • Traditional Offers you know work for you • Leverage the Dynamics Marketplace to help clients find solutions that expand on the value of Dynamics CRM – ISV Offers – Industry Specialisation Partners – No charge enhancements

For Online the Game is Speed to Trial • In the Saa. S space, fast, ‘tactical’ trials are the new norm – Bringing the Business Decision Maker to a no-charge 30 -day trial quickly can ‘take the deal off the street’ – Allows you the opportunity to control the account during evaluation • Customers should be on a ‘drip campaign’ – Either individually or as part of a group of customers on similar timelines – Send daily “tip” or email on ‘making the most of your 30 -day trial’ – Consider weekly customer engagement via Live Meeting, Chat, or other channel to keep prospects engaged, to help ensure a positive experience, and to drive accountability • No less than one pre-arranged “peer call” – If you don’t have the ‘right’ customer, ask around • Begin ‘closing’ no later than day 20

The Demo Becomes the Trial • Take time in building a bespoke demonstration environment for your clients – Use Import/Export to speed the loading of industry / market / specific data – Include ISV solutions – Take the time to load live prospect information • After the demo (or even better, during!) the demo, turn the system over to the customer

Define Peripheral Demand • Explore cross-sell and up-sell opportunities – If project is for sales, what about customer service? – If project is for AUS, what about NZ? – If project is for CRM what about BPOS, OCS/UC, etc. ? – If project is for Division A, what about Division B?

Best Practices for Online Deployments Customers PAY (ongoing) because they USE it Su pp or t In + 24 Hours - First Contact/Phone Call e ve st om m st u C en t + 2 days – Remote Desktop Support Session + 7 Days (and each week) Email How-To Tips 0 DAYS er lu a V 60 DAYS • Higher Up-Sell • Increased Customer Retention • Increased Customer Referrals • Increased Customer Satisfaction 90+ DAYS

Turn your customer into a hero • Invite customer to the reference program • Invite customer to the Analyst evidence program • Nominate the customer for Case Study, or ‘Event’ showcases • Promote the decision makers and the solution internally to “extend the tent”

Call To Action Sign-up to be a CSA Fee Partner or a CRM/ERP Referral Partner Use Dynamics CRM via Internal Use Rights Benefit Attend CRM Global Readiness Tour: 1 Day – 2 Tracks Sydney: October 18 th Melbourne: October 19 th Register Now: http: //bit. ly/CRM 2011 GRT Visit Pod #26 Leverage the Dynamics CRM 2011/Online Beta • Public Beta – Customers, partners and prospects • September – Released & available for both Online and on-premises • Beta Sign-up - http: //crm. dynamics. com/crm 2011 beta Web: http: //crm. dynamics. com Twitter: @rossd_crm