Christian Cletus Bjørn Eilertsen Microsoft CRM Strategy Briefing, 12. maj 2005.

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1 Christian Cletus Bjørn Eilertsen Microsoft CRM Strategy Briefing, 12. maj 2005

2 Agenda Strategisk, Analytisk og Praktisk CRM Strategisk, Analytisk og Praktisk CRM  En kort præcisering og oplæg til CRM Microsoft CRM Microsoft CRM  Et nøgleprodukt for Microsoft Demonstration af 5. udvalgte funktionsområder Demonstration af 5. udvalgte funktionsområder Sikkerheden i Microsoft CRM Sikkerheden i Microsoft CRM Microsoft CRM Roadmap Microsoft CRM Roadmap Case historie : Better Partner Performance hos GN Netcom Case historie : Better Partner Performance hos GN Netcom

3 Microsoft CRM Microsoft CRM Intelligent and easy business solutions that enable extraordinary customer experiences Reflects the way you do business Affordable adaptability & process automation Works the way your IT expects it to Simplified management, increased performance & reliability Works the way you do Natural fit for business users

4 Utilfredshed med Utilfredshed med produktet 14% produktet 14% Pris9 % Pris9 % Ny kontaktperson5 % Ny kontaktperson5 % Flytter3 % Flytter3 % Død1 % Død1 % Ligegyldighed68 % Ligegyldighed68 % Utilfredshed med Utilfredshed med produktet 14% produktet 14% Pris9 % Pris9 % Ny kontaktperson5 % Ny kontaktperson5 % Flytter3 % Flytter3 % Død1 % Død1 % Ligegyldighed68 % Ligegyldighed68 % Derfor skifter kunden leverandør Kilde: McKinsey Quarterly

5 Hvad vil du med CRM i din forretning ?

6 Ledelse og styring Videndeling Markedsføring Indiv. kundeservice Bundlinie Hvad driver virksomhedens interessen for CRM?

7 Ordrehåndtering LedelseMarketing Kundeservice Internt salg Eksternt salg Salgssupport Kunden Visionen for mange CRM projekter Reception Logistik

8 3 slags CRM i rækkefølge Analytisk CRM Viden om kunderne, deres købsmønster og relationen Viden om kunderne, deres købsmønster og relationen Strategisk CRM Træffer valg, om hvor og hvordan ressourcerne anvendes bedst Træffer valg, om hvor og hvordan ressourcerne anvendes bedst Praktisk CRM Den daglige indsats gennem kundekontakt og markedsføring Den daglige indsats gennem kundekontakt og markedsføring

9 Microsoft CRM – et nøgleprodukt for Microsoft Et strategisk produkt fra Microsoft Business Solutions Et strategisk produkt fra Microsoft Business Solutions Investeret mere end 3-års udviklingsarbejde Investeret mere end 3-års udviklingsarbejde Naturlig sammenhæng med Microsoft produkterne Office og Windows Naturlig sammenhæng med Microsoft produkterne Office og Windows Findes på dansk og yderligere 18 sprog i 53 lande Findes på dansk og yderligere 18 sprog i 53 lande Anvendes allerede af over 3500 virksomheder på tværs af brancher Anvendes allerede af over 3500 virksomheder på tværs af brancher

10 Microsoft CRM kerneområder Intelligent og nem løsning der skaber en ekstraordinær brugeroplevelse i den operationelle hverdag med CRM Udnytter Microsoft investeringen Baseres på og udnytter Windows og Office pakken Workflow Automatiseringen af dagligdagens opgaver Mobilitet Mulighed for at tage relevante data med på PC eller telefon Tager udgangspunkt I Office Nemt, kendt og en del af dagligdagen

11 En stærk CRM platform Salgsstyring Call Center KontaktstyringRapportering Case Håndtering Aktivitetsstyring Platform Workflow Outlook, Offline & Web adgang Sikkerhed Add Value Partner implementering – Microsoft Support Microsoft CRM udvikling ISV/Partner Udvikling CRM for MedicalDistributionSælgerensoverfrakkeSharepointKollaborativCRMOn-siteservice Effektiv Salg og Marketing eMail baseret 1-1markedsføring… Sikkerhed Data migrering Webservices & SOA

12 Microsoft CRM 1. CRM – a natural part of your day 2. Calendar and activity management in outlook – both online and offline 3. Automating everyday processes in your business 4. Simple overview of sales- and service targets for everyone 5. A CRM system you can use everyday also from Word, Excel and Outlook

13 Single Sign On (SSO) for all network applications Single Sign On (SSO) for all network applications Single point of administration across entire Windows network Single point of administration across entire Windows network Role and CRM object-based security Role and CRM object-based security NetworkResources BusinessUnits Teams Sales Yourcompany.com Sales Data CustomerInformation Issue Tracking Service Managing users and securing customer data

14 GN Netcom CRM proces “Ready to buy” Link to lead details are emailed to the partner. The partner will communicate and close the deal directly with the end user The partner is able to Logon to the web site to update & monitor all their opportunities that has been routed to them Reports are generated Based on passed leads and partner revenue Management can create”On- Demand” Reports Everybody, including management, can follow up directly in Microsoft CRM End Users submit the ”ready to buy” web form Leads are automatically Generated in the Microsoft CRM database Confirmation is sent to End-User Based on automatic ”Workflow rules”, the leads are assigned to different sales reps. Sales Reps. assigns a partner for the lead 1 2 3 4 5 6 78

15 Sales activities & pipeline Sales activities & pipeline Case management Case management Call Center Call Center Contact Management Contact Management Workflow Engine Workflow Engine Sales for Outlook Sales for Outlook Web Client access Web Client access SDK on MSDN SDK on MSDN Export/Import Tool Export/Import Tool Data Migration Tool Data Migration Tool Now 12 months Future Microsoft CRM - Kilimanjaro  Office Integration  Additional fault tolerance for Enterprise setup  Customer Collaboration  Self Service  Enhanced Business Process Automation  Data Management and Business Analytics Next major release coordinated with: Roadmap =shipped CRM Mobile 1.2 for Pocket CRM Mobile 1.2 for Pocket Office Information Bridge Office Information Bridge Outlook Enhancements Outlook Enhancements Redeployment Tool Redeployment Tool Microsoft CRM – 3.Gen Microsoft CRM – 3.Gen Simplified Set-Up Simplified Set-Up SOA dev. Platform SOA dev. Platform Flexible data model Flexible data model Service Scheduling Service Scheduling Marketing Campaigns Marketing Campaigns Scalability Scalability

16 Key Take Aways - Microsoft CRM Key Take Aways - Microsoft CRM Intelligent and easy business solutions that enable extraordinary customer experiences Reflects the way you do business Affordable adaptability & process automation Works the way your IT expects it to Simplified management, increased performance & reliability Works the way you do Natural fit for business users

17 Bjørn Eilertsen, Microsoft beilerts@microsoft.com www.microsoft.com/crm Questions?

18 ©2004 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.