Nét voor Explore Dynamics CRM vond Convergence 2013 plaats. Tijdens dit Amerikaanse Microsoft Dynamics klantenevenement werden de meest recente ontwikkelingen van Microsoft CRM bekend gemaakt. Het evenement in Ede had de Europese primeur van deze ontwikkelingen, gepresenteerd door David Brown. Hij is verantwoordelijk voor de Europese CRM-markt binnen Microsoft.

1. Keynote Microsoft Dynamics CRM
David Brown, CRM Lead Microsoft EMEA & LATAM

2. The New Era in CRM
David Brown
CRM Lead EMEA
Microsoft

4. Why 40,000 Customers Chose Microsoft CRM

6. Simple Focus on the essential functions with a clear, consistent purpose that
matches user intention
Usable Measure usability, incorporate feedback into designs
Modern Create delightful, engaging people and process centric experiences
Fast Design and deliver great perceived performance
Loved Design for Love. Create experiences people want and simply can’t
live without

7. Video

8. An Unprecedented Rate of Change
Average lifespan of a company on the S&P 500
source: Yale Professor Richard Forster

9. Business Fundamentals have not changed
ACQUIRE RETAIN
GROW

10. A New Era
of Acquiring Customers
Optimizing Sales & Marketing Performance

11. Acquiring customers today and in the future will require
companies to have the right insights that drive the right
action and ability to close business
50/50 CMO rule.
50% of technology and marketing
spend is driving results, 50% is not,
57% thru buying cycle
before sales contact
but which?
By 2017 CMO
spending on technology will
exceed that of the CIO

12. Collaborative tools make it easy to:
• Share information
EFFECTIVE • Foster creativity
MARKETING • Automate processes
MGMT
Execute and monitor campaigns
across all channels, including :
• Traditional
MULTI-CHANNEL • Online
ENGAGEMENT • Social media
Gain powerful insights by having a
single source of truth with:
• Real-time data
• Behavioral analysis across leads,
DATA DRIVEN, prospects and customers
CUSTOMER FOCUSED • Campaign budget management

13. MarketingPilot
Demo
Demo: David Brown

14. Next Era of Retaining
Driving a customer-centric business

15. Retaining customers tomorrow will require you to Listen,
Analyze, and Engage customers in the channel they prefer
that meet their expectation
Companies
that are the
leaders
have
in CX
128% higher return
than industry
laggards 20%
of customers who
complain via social
44% of consumers today
complain about products
and services via their
media expect a
response within
one hour
social networks

16. An avenue by which you can listen and really hear what it is your customers are
thinking and saying, to uncover trends and identify key influencers.
LISTEN
Garner insights by monitoring buzz, understanding sentiment and measuring impact.
ANALYZE
Social is a two-way street – when the time is right you can use these tools to have
meaningful conversations with your stakeholders.
ENGAGE

17. Listen & Act
Intelligently
Demo: David Brown

18. Next Era of
Growing your Business

19. In order to grow a greater share a wallet that drives top line
revenue companies need to provide simple guided sales tools
that are proactive, collaborative and on the device of choice.
A cold email sent by
marketing/sales has less
84% than 3% response rate.
of organizations have
remote workers A 2nd
degree
connection
InMail has
4 67% rate on
response
number of devices
LinkedIN
consumers use every day

20. Deliver delightful user experiences that promote end-user productivity and
demonstrate the rich, “better together” value of Microsoft Technologies
PRODUCTIVE
Connecting your people across channels including social to make it easier for your people to
collaborate and get work done
COLLABORATIV
E
Seamless experience across sales, service marketing and customer process regardless of the
choice of device, browser and location
UBIQUITOUS

21. Next Generation
Experiences demo
Demo: David Brown

22. 1 Deliver social and mobile solutions for everyone in your
organization regardless of role
2 Continued rapid innovation to drive successful outcomes
for your business
3 Maniacal focus on your success