get to know sales automation for crm online · an exceptional customer experience will...
TRANSCRIPT
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GET TO KNOW
SALES
AUTOMATIONfor Microsoft Dynamics CRM ONLINE
Friday, July 01 2016 | 01:00 PM EDT
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Ian Smith (Owner and President, SyncraTec, Solutions LLC.)
Ian heads up SyncraTec Solutions, a Microsoft Dynamics CRM and Cloud Solutions Provider in the Greater Philadelphia Area. He is a Microsoft Certified Professional with an MBA from Rider University.
Lives in Yardley, PA where he enjoys family life with his wife and two sons; and running, basketball, soccer, and gardening.
Delivering Amazing Customer
Experiences since 2004Implementing Microsoft Dynamics CRM for
optimized sales, marketing, and customer service
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● Customer Experience, in general
ᴥ (“Ah-Mazing”) Customer Experience is the differentiator
● Implementing CRM doesn’t have to be difficult
ᴥ Start with Tools you’re already familiar with
● Mobile Productivity
ᴥ Enable employees to remain productive whether they’re in or out of the office
● Business Insight
ᴥ Make Better Decisions
In Part I, we covered
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● An Exceptional Customer Experience will Differentiate your Company
ᴥ Omni-channel, highly communicative organization
Skype-for-Business, cloud-first, mobile-first (Instant Messaging / Screen-Sharing / Calls, etc. with CRM-Phone Integration)
ᴥ Make employees more productive
Start with tools that your employees are already familiar with
Outlook
Guided Business Processes
Collaborate with Office 365 Groups
ᴥ Know your customer better
Customer history in one place
InsideView
Customer Experience
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● Cloud-first, mobile first
ᴥ Outlook Web Access / Dynamics CRM for Outlook App
ᴥ Dynamics CRM for Phones
ᴥ Dynamics CRM for Tablets
● Offline Capabilities
● Guided Business Processes
● Task-based experiences
● Generate Word Documents
● Excel Reporting with live CRM data from mobile app
Mobile Productivity
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● Dashboards in CRM
● InsideView Insights
● Excel Templates
● Power BI (and Power BI Tiles, now in CRM)
Business Insight
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● Microsoft Dynamics CRM as the center of your Digital Strategy
ᴥ Engage your Customers
ᴥ Enable your Employees
ᴥ Optimize your Processes
ᴥ Transform your Business
● Marketing Automation
ᴥ Business that use marketing automation to nurture prospects experience a 451%
increase in qualified leads
ᴥ It’s not magic; rather, a collaborative effort of Sales and Marketing
ᴥ It’s automated, it’s interactive, it’s relevant for your prospects / customers
In Part II, we covered
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● …with all this Technology, I feel like I’m at the helm of the Starship
Enterprise
● In a perfect world, what would Sales / Marketing Automation do for you?
● Intelligent Customer Engagement
Being at the Center of your Digital Strategy = Customer 360
● Cross-sell / up-sell recommendations
● Recommended answers to Customer
Service Cases
● Detect Social Posts most likely to be
Customer Svc Cases or New Leads
● Surface Trending Content for Collaboration
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● CRM Dashboard ==> Power BI Dashboards
● Open Leads / Discuss Lead Scoring – and Sales / Marketing Automation Capabilities
● Lead Company Info, Connections, and Conversation Starters
● Call and Qualify the Lead
● Manage / Progress the Opportunity
● New Oppty from Partner Portal
GTK Sales Automation for CRM Online Script
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● OWA / Dynamics CRM for Outlook App
● Pre-formatted Excel Templates
● Word Templates
● Document Management improvements (more locations: OneDrive for Business, Office 365 Groups, SharePoint)
● Office Delve to search through trending documents
● View / open SharePoint documents on mobile devices
● Fantasy Sales Team
ᴥ Have fun training your sales team more effectively
What’s New in CRM 2016 – for Sales Automation
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● Customer Portal
● Built-in training with “Learning Path” – see step-by-step guided help for specific tasks with appropriate content
just for your salespeople
● Share Office 365 Groups w/ other users, even if they don’t have CRM Online
● Access an Office 365 Group from different CRM records you want to collaborate on
● Email signatures for CRM Web Client Direct Emails
● Quick Find now acts like Global Search / multi-entity search
● Embed Power BI Tiles directly in CRM Dashboards
What’s New in CRM 2016 Update 1 – for Sales Automation
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● CRM Customer Center - https://www.microsoft.com/en-us/dynamics/crm-customer-center/what-s-new.aspx
● TechNet - https://technet.microsoft.com/en-us/library/dn531078.aspx
What’s New in CRM 2016 Update 1 - References
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● Reduce Manual Data Entry for the Sales Team
● Ensure that the sales team follows a consistent process
● Assign Opportunities
● Better Reporting / Analytics
● Rational and Systematic Estimates (e.g., Close Probability)
● Push the Sales Process forward
● Send Acknowledgements and Notifications
Sales Process Automation Objectives
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Sales Process Automation Objectives
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What’s New with CRM Mobile App for CRM 2016 Update 1 (8.1)
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● View, Update, and Add records when you’re disconnected from the internet
(don’t have to save changes or additions as drafts first).
● Manage quotes, orders, and invoices; and knowledge articles
● Reduced start-up times
What’s New with CRM Mobile App for CRM 2016 Update 1 (8.1)
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What’s New with CRM Mobile App for CRM 2016 Update 1 (8.1)
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● Ref: https://msdn.microsoft.com/en-us/library/gg309276.aspx
● Azure Machine Learning – Ref.
● Imagine being able to make product recommendations based on selected items
● Customer Service Reps can quickly find the most relevant solutions from the
knowledge base to resolve cases with an assist from Azure Machine Learning
text Analytics -
Integrating Microsoft Azure with Microsoft Dynamics CRM
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● Envision advanced analytics and the machine learning capabilities of the Cortana
Analytics Suite to envision intelligent, adaptive processes for sales, customer
service and social.
Cortana Analytics Suite
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New Preview Feature in CRM 2016 Update 1 – Relevance Search
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Contact Us
Victor Sai (Sales Manager, Computer Solutions East, Inc.)
914-355-5800 [email protected]. computersolutionseast.com
Ian Smith (Owner & President, SyncraTec Solutions LLC)