Microsoft Dynamics CRM 2016 Value Proposition

7/25/2019 Microsoft Dynamics CRM 2016 Value Proposition

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Microsoft Dynamics CRM2016 Value Proposition

Adhi Firmansyah MBA08129615544


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Amazing mom

2xCRMOL revenue >CRnet

Quart

4x$1M+ deals CRMOL


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The world is increasingly connected

smart devices by 2018

2.4Bconn

8

of internet users are now

active on social media

72%of in

con

6

of customers have lebrand due to bad

customer service

65%IDC, Smartphones to Drive Double-Digit Growth of Smart Connected Devices in 2014 and Beyond, 2014IHS, IHS Identifies Technologies to Transform the World over Next Five Years, 2015Jeffbullas.com, 22 Social Media Facts and Statistics You Should Know in 2014, 2014.

Nielsen, Global Trust in Advertising and Brand Messages, 2013Parature, from Microsoft study


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80%

De

Companies thatbelieve they provide asuperior proposition

C

Bain Customer-Led Grow


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Personalized | Proactive | Predictive

Customerengagement


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ProductivityNext generation productivity:

Surface trending documents withDelve

Excel templates

Document generation capabilitiesfrom CRM Word and Excel

Manage CRM documents acrossSharePoint, Office 365 Groups,OneDrive for Business

MobilityOffline mobile:

Full offline mobile on tablet andphone

Task-centered mobile apps

Streamlined document viewing andnavigation, deep CRM links

Phase II Cortana integration: viewcore deals, accounts & activities

UnSel

Interaagent

Voice chann

Third

Knowl

Field S

IntelligencePredictive analytics:

Machine learning for intelligentprocesses & sentiment analysis

Cross-sell recommendations

Auto-suggest similar cases andknowledge articles

Intelligent & contextual assistance


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Predictive intelligenceSell smarter with cross-sell recommendations from Cortana Analytics Suite andtrending documents from Delve inside CRM dashboards.

Sales gamificationHave a blast selling with fun and creative sales contests that increase salesperformance, revenue, and user adoption.

Sales productivityBoost sales productivity with familiar and intuitive Office 365 solutions such as Outlookacross desktop/mobile and Word & Excel templates.

Offline appsGet work done anywhere, anytime with tablet and smartphone apps that work onlineor offline.

Mobile task flowsComplete frequent business processes faster on mobile apps.

Digital personal assistantGet a complete and personalized overview of daily priorities, including key salesactivities, accounts, and deals embedded in Cortana.

Redesigned Insights UISpot customer insight faster with a redesigned UI for customer and people data fromInsideView that help sales reps engage with relevance.


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What's new in ServiceInteractive Service Hub (n)This new online UX provides role based scenarios to deliver tailoredapplication experiences for agents and support team leads.

Knowledge Management (e)Immersive knowledge experience in CR includes KCS inspired workflows,versioning, translation support and feedback

Voice of the Customer (n)Rule-based, multi-channel enterprise feedback management capabilitiesembedded into customer engagements.

External Party Access (n)Foundation to enable CRM to allow external parties to access CRM with theright level of permissions (e.g. Customer / Partner Portal scenarios).

Service Intelligence (n)Role tailored service dashboards and predictive service intelligence foragent assisted engagements.

Field Service (n)Field Service completes the customer relationship loop by helping fieldemployees sell to and service their customers.


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SMS inbound messagingMarket smarter by integrating SMS marketing in yourmultichannel campaigns. Create inbound SMS campaignswith SMS keywords to get SMS opt-ins.

Database building for opt-in and opt-outMaintain a database of opt-in and opt-out preferences.

SMS outbound messagingSend promotional SMS messages to opted-in contacts.Track SMS campaign performance.

Email marketing enhancementsEngage customers with personalized multichannelcampaigns. Create emails and toggle between WYIWYGand generated HTML. Use the media library directly fromthe HTML code.

Email marketing deliverabilitySend high volume email with email deliverability, faulttolerance, logging and auditing services.


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Social Listening & AnalyticsListen and analyze to new source- boards/forums. Define customsources via RSS.

Intelligent SocialRole-tailored for Sales to help find leads and understand buzzaround targeted accounts. Automated triage of lead or casedetection, and adaptive sentiment through machine learning.

Social CenterPublish tweets and Facebook posts, including multimediacontent. Look up Twitter author profile information.

Social CRMCreate CRM actions like cases and opportunities from socialposts.

Productivity & CustomizationEnable collaboration through group creation and customizableuser roles and -rights.

Sentiment & UI14 additional UI and sentiment languages.

NOTE

OTE


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Why Customer Engagement by Microsoft

OneTrue producusto

acrosPowe

Outcome-drivenUser experience withembedded processeshelps achieve outcomes

based on best practices

AdaptiveOne to one customerengagement with contextacross behavior, channel

& department

IntelligentPersonalized, proactive &predictive customerexperiences built on trust

& knowledge over time


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Microsoft Dynamics CRM 2016 Value Proposition