Demystifying Dynamics 365 - Part 2 - Journey to the cloud session 3

Your Journey to the Cloud: Exploring Dynamics 365

Dynamics 365 Enterprisefor Sales & Marketing [& More…]

John Odell

CRM & SharePoint Solution Specialist

A very brief history…

2003: Microsoft Dynamics CRM v1 Released

m-hance Gold CRM Partner

2007: CRM v4 becomes market leader

2013: Microsoft begin to deliver ‘cloud-first’ strategy

2016: Microsoft re-brand CRM as Dynamics 365 Enterprise

2017: Everyone still calling it Dynamics CRM…

What is CRM?

Business Strategy Customer needs at the centre of your business / organisation

…vs. process-centric or ‘silo’d’ approach

TechnologyTools for delivering your CRM Business Strategy

Manage any (& all?) relationships, communications & information

Enable process improvement, automation & standardisation

Single Customer View

Your customer data…?

Events

Social Media

ERPCustomer Service

Logistics

Email Marketing

SharePoint

Sales Ledger

Projects

Legacy

Complaints

Website

BI

LOB

Dynamics 365 CRM

Integration

Single Customer View

Aggregate

Analyse

Action

ERPOther Data

Digital Marketing

Office 365

Web Portal

Social Media

Sales

• Empower Sales People• Single Customer View

• Sales Process

• Mobile Working

• Analysis & Insight

• Improve Management• Reporting & Decision Making

• Oversight

• Efficiency

• Joined-up Business Process

Marketing

& GDPR

•Have a more effective conversation with each customer

• Integrated Digital Marketing• Email & Web-tracking > closed loop

• Automated nurturing

• Integrated Social Media

• Events

• Campaign Management & ROI

•Manage Compliance

Nurture&

Automate

Single Customer

View

GDPR

• EU legislation effective May 2018

• Strict on consent, retention & security

• Breach notification obligation• Report to ICO within 72 hours

• Penalties: 2% of revenue or €10M• TalkTalk breach 2015 = £400K becomes £59M

Start Panicking Planning Today

Identify what personal data you have and where it

resides

Manage how personal data is

used and accessed

[+ start gathering opt-ins]

Establish security controls to prevent,

detect, and respond to vulnerabilities & data

breaches

Action data requests and keep

required documentation

Analyze data and systems, stay compliant and

reduce risk

1 2 3 4 5

Discover Control Protect Report Review

And More…

• Customer Service

• Self-Service Web Portal

• Social Engagement

• Project Service Automation

• Field Service

• Customer Surveys

• Mobile Working

• Outlook integration

• Office 365 integration

• SharePoint integration

• Power BI

• UK data centres• ISO: 27001; 27017;

ISO27018; ISO22301

• Six-monthly Updates

• Massive investment & Roadmap

Summary

Take a ‘customer-centric’ view of your business

Understand your customer data & its value

Aggregate your data into a Single Customer View

Apply best practice; streamline processes; joined-up thinking

Comply with legal obligations

Drive up profitability

Questions?

Or…

Come & have a chat over lunch

Arrange a follow-up via your Account Manager

Thank You

John Odell

CRM & SharePoint Solution Specialist

john.odell@m-hance.com

07980 923 330

uk.linkedin.com/in/odelljohn