Create amazing customer experiences

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Create amazing customer experiences

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  1. Slide 1

    • ONE MICROSOFT
    • BDM DYNAMICS ALL UP
    • One Microsoft: One experience for everything in your life
    • Deliver amazing customer experiences
    • STORY LEVEL 1
    • STORY LEVEL 2
    • SALES WORKLOAD
    • Create amazing customer experiences: Sales by Microsoft
    • STORY LEVEL 3
    • SERVICE WORKLOAD
    • Create amazing customer experiences: Customer Care by Microsoft
    • STORY LEVEL 3
    • MARKETING WORKLOAD
    • Create amazing customer experiences: Marketing by Microsoft
    • STORY LEVEL 3
    • Story
    • Architecture
    • MICROSOFT EMPLOYEE NOTES ON SLIDES - PLEASE REMOVE
  2. Slide 2

    • Title
    • Create amazing customer experiences – Sales by Microsoft
    • Context
    • First call sales deck introducing Microsoft’s Sales capabilities within Dynamics CRM. Note that this is not a feature deck, but an introduction to what’s possible with out sales solution.
    • 1:1 or 1:few
    • Note that some of the same slides from the Orion BDM deck have been customized with customer service messaging.
    • Structure
    • High level intro. The world is social and mobile
    • Day-in-the-life scenarios that explain how sales creates amazing customer experiences
    • High-level product capabilities designed to initiate conversations and deeper dives in the demo environment.
    • Customer case studies
    • Updates
    • Find the latest version [here]
    • Overview
    • MICROSOFT EMPLOYEE NOTES ON SLIDES - PLEASE REMOVE
  3. Create amazing customer experiences

    Slide 3 - Create amazing customer experiences

    • Sales by Microsoft
    • Microsoft Confidential
    • Name >
    • Date >
  4. Slide 4

    • Everyone is connected, everywhere, all the time
    • >4.5 billion
    • people on social
    • >6.8 billion
    • on mobile
    • >400 million
    • tweets per day about product, services, and brands
    • 150
    • average number of times a person checks their phone each day
    • http://articles.washingtonpost.com/2013-03-21/business/37889387_1_tweets-jack-dorsey-twitter
    • http://mobithinking.com/mobile-marketing-tools/latest-mobile-stats/a
    • http://www.kpcb.com/insights/2013-internet-trends
    • Morgan Stanley, Comscore, Facebook, Twitter, LinkedIn, Youtube, Wikipedia
  5. Slide 5

    • Likes…
    • Every touch point matters
    • Search…
    • References…
    • Reputation…
    • Reviews…
    • Engagement…
    • Service…
    • Shopping…
    • Ads…
  6. Customers know more than ever before

    Slide 6 - Customers know more than ever before

    • employees
    • competitors
    • products
    • service
    • customers
    • brand
  7. Decisions are made before you can even engage

    Slide 7 - Decisions are made before you can even engage

    • Customers are
    • 57%
    • through the buying process before they talk to you
    • 70%
    • For complex sales cycles *
    • * http://partnersinexcellenceblog.com/70-of-buying-process-completed-without-sales-invovlement/
  8. And a salesperson’s job has more challenges than ever

    Slide 8 - And a salesperson’s job has more challenges than ever

    • Sales activities vs. verifiable outcomes
    • Mobile, social, and app paralysis
    • Static systems of record
  9. Sales must adapt to the new customer journey

    Slide 9 - Sales must adapt to the new customer journey

    • Nurture
    • Match
    • Engage
  10. Slide 10

    • S&P 500 index
    • -1.3%
    • CxP Laggards
    • -46.3%
    • CxP Leaders
    • 22.5%
    • 5-year stock performance of Customer Experience (CxP) leaders vs. laggards vs. S&P 500 (2007-2011)
    • Showing cumulative total return.
    • © Watermark Consulting 2012
    • Companies that deliver amazing customer experiences, win
  11. Slide 11

    • How salespeople create amazing customer experiences and close more deals, faster.
  12. Meet your customers anywhere, on any device

    Slide 12 - Meet your customers anywhere, on any device

    • Get all your customer information on one screen – no app flipping, no pop-ups.
    • Update activities, contacts, and opportunities on the go and get real-time insight on the metrics that matter most.
    • Revolutionary new UI allows you to see everything you need on one screen to sell faster and smarter.
  13. Spend more time engaging with customers on LinkedIn and Twitter without ever leaving CRM.

    Slide 13 - Spend more time engaging with customers on LinkedIn and Twitter without ever leaving CRM.

    • Gain competitive insights from social channels and harness the public web to identify new leads and contacts.
    • Social Insights powered by InsideView put real-time company and contact information from 30,000 sources into Microsoft Dynamics CRM.
    • Build your network and deepen customer relationships
  14. Sell as a team

    Slide 14 - Sell as a team

    • Tap into your network to find exactly what you need to make decisions, get work done, and keep moving.
    • Get connected to the right people, share information across teams and organize around deals so you can sell more – faster.
    • Integration with Dynamics, Yammer, Lync and Skype make it easy for sales, service, marketing to work better together.
  15. Gain data, insights, and connections that make every prospect and customer conversation more relevant, valuable and productive.

    Slide 15 - Gain data, insights, and connections that make every prospect and customer conversation more relevant, valuable and productive.

    • Build custom watch lists and automatic alerts that keep you abreast of news and events that affect your accounts (coming soon).
    • New process flows guide sales reps and managers toward successful outcomes.
    • Work smarter to close more deals. Faster.
  16. Simple reporting. Real-time insights.

    Slide 16 - Simple reporting. Real-time insights.

    • Use built-in sales reports to conduct advanced analytics without IT.
    • Gain business insight with flexible dashboards and inline data visualization.
    • Set up territories, teams, and price lists for optimal organizational efficiency and streamlined offer management.
  17. Slide 17

    • Key capabilities that enable sales to deliver amazing customer experiences.
  18. Powerful tablet applications let you stay connected and productive wherever you go.

    Slide 18 - Powerful tablet applications let you stay connected and productive wherever you go.

    • A consistent CRM experience across web, client & devices helps drive CRM productivity and adoption.
    • Interactive charts let you analyze your sales data for quick insights and to surface the most relevant information.
    • Touch-first, mobile applications
  19. Increase productivity with embedded business processes.

    Slide 19 - Increase productivity with embedded business processes.

    • Role specific processes let you assign multiple processes to one entity or span multiple entities with a single process.
    • The simplified point-and-click process designer makes it easy to model even the most complex business processes.
    • Business process templates ensure consistency and leverage best practices across the org.
    • Business process flow
  20. Customizable business processes incorporate best practices from industry experts.

    Slide 20 - Customizable business processes incorporate best practices from industry experts.

    • Industries currently supported out-of-the-box are professional services, manufacturing and financial services, event management and solution selling.
    • Templates are mobile-ready for one experience across all devices.
    • Sales process best practices by industry
  21. Yammer integration provides social in-context so you get the information you need from the right people at the right time.

    Slide 21 - Yammer integration provides social in-context so you get the information you need from the right people at the right time.

    • Comment on posts or start contextual conversations from within CRM.
    • With server-side synchronization, administrators can easily sync emails, tasks, appointments and contacts.
    • Embedded Lync and Skype let you call, IM, video-chat or meet with colleagues or customers directly from CRM.
    • Customer and employee communications within CRM
  22. Slide 22

    • Social Insights
    • Get automatic account, lead and contact updates for more than 30,000 social sources to build relationships and personalize every customer interaction.
    • Customer 360 gives you a complete and transparent view of your customers and your interactions.
    • Identify social buying signals with Netbreeze, and engage the right person at the right time (coming soon).
  23. Slide 23

    • Customer stories.
  24. Slide 24

    • CSX
    • 6 month implementation, integrating several legacy and homegrown systems to establish a central customer record
    • Used by over 1,300 employees companywide
    • Improved collaboration and productivity
    • Better customer experience
  25. Slide 25

    • CSX
    • “Using Dynamics CRM, we can do more team selling and cross-selling across our business groups to offer customers the best fit of services.”
    • Vicki Burton
    • Director of CRM
    • CSX
  26. Slide 26

    • Saia
    • More immediate access to information
    • Fewer calls to close a deal, greater sales rep efficiency
    • Better competitive position
    • Better customer experience
  27. Slide 27

    • Saia
    • “Microsoft Dynamics CRM helps our entire sales force reduce sales call prep time by 4,000 hours per month and avoid repeat visits to a customer site to overcome objections.”
    • Gary Jones
    • Sales Training Manager
    • Saia LTL Freight
  28. Slide 28

    • Pandora
    • "Microsoft Dynamics CRM gives us a full 360-degree view into what's happening with each of our customers.“
    • Laurie McDonald
    • Vice President of Sales
    • Pandora
  29. Slide 29

    • Servcorp
    • "Servcorp was created to help businesses realize their dreams. Servcorp gives you the business infrastructure and support services to enable that. Every day, we're coming up with new services to help our clients succeed, and that takes an engine that they don't have to see. Our engine? Microsoft in the Cloud.“
    • Matthew Baumgartner
    • CIO
    • Servcorp