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Introduction and tips about Microsoft Dynamics CRM

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Introduction to Microsoft Dynamics CRM 4.0, including some tips and integration examples.

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Introduction and tips about Microsoft Dynamics CRM

  1. 1. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM? by Viktor Bardadym<br />
  2. 2. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Goals<br />To get the first brief survey about Microsoft Dynamics CRM<br />To learn how our customers use CRM<br />To see how CRM is working with other software<br />To define topics for future detailed ShareCafé sessions<br />
  3. 3. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Agenda<br />What is CRM?<br />CRM Definitions<br />CRM Web Client vs. Outlook Client<br />Productivity tips<br />Business Processes<br />Track information in CRM<br />What do you want to know more about CRM?<br />
  4. 4. CRM is used for<br />Contact management<br />Sales<br />Marketing<br />Services<br />CRM is not used for<br />Material planning / Inventory<br />Accounting<br />…<br />10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />What is CRM?<br />
  5. 5. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />CRM software solutions<br />Department (flexible, quick to implement)<br />Salesforce.com<br />Microsoft Dynamics CRM<br />Enterprise (large, bulky solutions)<br />Oracle Siebel CRM<br />SAP<br />Small/limited<br />ACT! <br />Goldmine<br />Maximizer<br />Sugar CRM (open-source)<br />
  6. 6. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Why Microsoft Dynamics CRM?<br />Reputable brand<br />Integration with Office<br />Outlook – client, mobile devices<br />Contacts<br />E-mails<br />Appointments<br />Tasks (CRM tasks, letters, faxes, phone calls)<br />Word – mail merge<br />Excel - export<br />Web client<br />Rich opportunities for customisation and administration in GUI<br />Segregation of duties<br />
  7. 7. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Definitions<br />Lead (Suspect)<br />No explicit interest shown<br />Coming from external source, event participant, registered on website , etc<br />Account (Prospect)<br />Explicit interest shown<br />Converted from Lead Lead<br />Account (other)<br />Organisations with which you make business <br />Clients<br />Partners<br />Suppliers…<br />Contact<br />Person<br />Related with an account or independent (B2C)<br />Opportunity<br />Possible sale of goods or services<br />Activities<br />Various communication activities with other entities<br />Phone calls, E-mails, Appointments, Tasks, etc<br />
  8. 8. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Orbit One CRM customers<br />Existing<br /> Intermixt<br /> Education International<br /> IAB<br /> EU Issue Tracker<br /> Yamagata Europe<br /> MicroComputing<br />Coming<br />Recytyre<br /> EVA<br /> EWEA<br /> …<br />
  9. 9. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Integration between CRM and SharePoint<br />Central data source of contact lists<br /> Synchronisation of SharePoint lists with CRM groups (Intermixt)<br /> Data queries from SharePoint pages to the CRM (IAB)<br />Management of access and permissions<br />
  10. 10. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Integration between CRM and custom apps<br />Membership dues (Education International)<br />Online stage diary (IAB)<br />Updates of the data about federal and local governments from an external database (Intermixt / Pinakes)<br />…<br />
  11. 11. CRM productivity tips<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />10 September 2009<br />
  12. 12. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Findingrecords<br />Select various views<br />Type search string<br />Click column name to sort and to use index<br />Use index for quick browsing<br />
  13. 13. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Advanced Find<br />Example: Findactivitieswithkeyword of a specific Account<br />
  14. 14. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Inherit information<br />
  15. 15. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />CRM Outlook Client<br />Download MS CRM Office Client x86<br />Installeer Rollup 6 for MS CRM Outlook<br />Configure IE 8.0 security zone<br />Configurewith correct organisation<br />Configuresynchronisation<br />
  16. 16. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Outlook Client CRM folders<br />
  17. 17. Supported business processes<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />10 September 2009<br />
  18. 18. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Business processes - Sales<br />Track information in CRM<br />Lead / Opportunity management<br />Creating quotes<br />Updating quotes (revisions)<br />Converting quotes to orders<br />Track correspondence related to quotes<br />Creating orders<br />Creating invoices<br />
  19. 19. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Business processes - Marketing<br />Create marketing lists (= selections)<br />Send out bulk emails related to campaign<br />Word mail merge<br />Track campaign responses<br />Use of sales literature<br />
  20. 20. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Business processes - Services<br />Management of resources<br />Management of service contracts<br />Service calendar<br />Management of cases<br />Knowledge base<br />
  21. 21. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Advanced functionality<br />Workflows<br />Bulk processing<br />Merge of duplicate records<br />Duplicate detection<br />Reassign ownership of records<br />Import<br />Analysis and reporting<br />
  22. 22. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Sales workflow<br />
  23. 23. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Creation of Leads<br />
  24. 24. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Track in CRM from Outlook Client<br />Tip: Always relate communication to most specific entity<br />
  25. 25. Outlook Client demo<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />10 September 2009<br />
  26. 26. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Track e-mails in CRM<br />
  27. 27. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Createnewcontacts<br />
  28. 28. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Createactivitiesfrom Outlook<br />Alsoother types of records<br />
  29. 29. 10 September 2009<br />What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />Makeanappointmentfor a colleague<br />Always fromwebclient, notpossiblefrom Outlook<br />Set the correct Organizer:<br />
  30. 30. What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />10 September 2009<br />Want to knowmore?<br />Q&A<br />Topics forfutureknowledgesharingsessions<br />
  31. 31. What do you want to know about Microsoft Dynamics CRM?, by Viktor Bardadym<br />10 September 2009<br />

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