introduction and tips about microsoft dynamics crm

www.orbitone.comWhat do you want to know about Microsoft Dynamics CRM? by Viktor Bardadym

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10 September 2009

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10 September 2009What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym

Goals

To get the first brief survey about Microsoft Dynamics CRMTo learn how our customers use CRMTo see how CRM is working with other softwareTo define topics for future detailed ShareCafé sessions


Agenda

What is CRM?CRM DefinitionsCRM Web Client vs. Outlook ClientProductivity tipsBusiness ProcessesTrack information in CRMWhat do you want to know more about CRM?

CRM is used forContact managementSalesMarketingServices

CRM is not used forMaterial planning / InventoryAccounting…


What is CRM?


CRM software solutions

Department (flexible, quick to implement)Salesforce.comMicrosoft Dynamics CRM

Enterprise (large, bulky solutions)Oracle Siebel CRMSAP

Small/limitedACT! GoldmineMaximizerSugar CRM (open-source)


Why Microsoft Dynamics CRM?

Reputable brand Integration with Office

Outlook – client, mobile devices•Contacts•E-mails•Appointments•Tasks (CRM tasks, letters, faxes, phone calls)

Word – mail mergeExcel - export

Web clientRich opportunities for customisation and administration in GUISegregation of duties


Definitions

Lead (Suspect)No explicit interest shownComing from external source, event participant, registered on website , etc

Account (Prospect)Explicit interest shownConverted from Lead Lead

Account (other)Organisations with which you make business

•Clients•Partners•Suppliers…

ContactPersonRelated with an account or independent (B2C)

OpportunityPossible sale of goods or services

ActivitiesVarious communication activities with other entities

•Phone calls, E-mails, Appointments, Tasks, etc


Orbit One CRM customers

Existing Intermixt Education International IAB EU Issue Tracker Yamagata Europe MicroComputing

Coming Recytyre EVA EWEA …


Integration between CRM and SharePoint

Central data source of contact lists Synchronisation of SharePoint lists with CRM groups (Intermixt) Data queries from SharePoint pages to the CRM (IAB)

Management of access and permissions


Integration between CRM and custom apps

Membership dues (Education International)Online stage diary (IAB)Updates of the data about federal and local governments from

an external database (Intermixt / Pinakes)…

CRM productivity tips

What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym10 September 2009


Finding records Select various views

Type search string

Use index for quick browsing

Click column name to sort and

to use index


Advanced Find

Example: Find activities with keyword of a specific Account


Inherit information


CRM Outlook Client

Download MS CRM Office Client x86

Installeer Rollup 6 for MS CRM Outlook

Configure IE 8.0 security zoneConfigure with correct

organisationConfigure synchronisation


Outlook Client CRM folders

Supported business processes



Business processes - Sales

Track information in CRMLead / Opportunity managementCreating quotesUpdating quotes (revisions)Converting quotes to ordersTrack correspondence related to quotesCreating ordersCreating invoices


Business processes - Marketing

Create marketing lists (= selections)Send out bulk emails related to campaignWord mail mergeTrack campaign responsesUse of sales literature


Business processes - Services

Management of resourcesManagement of service contractsService calendarManagement of casesKnowledge base


Advanced functionality

WorkflowsBulk processing

• Merge of duplicate records• Duplicate detection• Reassign ownership of records• Import

Analysis and reporting


Sales workflow


Creation of Leads


Track in CRM from Outlook Client

Tip: Always relate communication to most specific entity

Outlook Client demo



Track e-mails in CRM


Create new contacts


Create activities from Outlook

Also other types of records


Make an appointment for a colleague

Always from webclient, not possible from OutlookSet the correct Organizer:


Q&ATopics for future knowledge sharing sessions

Want to know more?

www.orbitone.com


introduction and tips about microsoft dynamics crm

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