Introduction to MS Dynamics (Customer Relationship Management) Ing.J.Skorkovský,CSc. MASARYK UNIVERSITY BRNO, Czech Republic Faculty of economics and business administration Department of corporate economy CRM – Customer Relationship Management •PROs –It enables to keep track of all prospective customer (suspects and prospects) –Improve sales and marketing service –Company can promote the work it has done for its customers in order to approach prospects •CONs –CRM software may not integrate well with other email and accounting systems –Another disadvantage to a newly implemented CRM software is the learning curve. – – • CRM – Customer Relationship Management •Relationship management is a customer-oriented feature with service response based on customer input, one-to-one solutions to customers’ requirements, direct online communications with customer and customer service centres that help customers solve their issues. •Sales force automation –Sales promotion analysis •Advertising •Personal selling •Direct marketing •Public relations –automate tracking of a client’s account history –Use of technology (ERP) •Opportunity Management Market leaders figures in millions of US dollars Source: •Customer •Vendor •Contact •Card • • • • • • • • • • • • •Profile (parameters) •Customer Entries • •ABC (Pareto) •analysis • •Salesperson • • • •Interaction •Log •Entries • • •Statistic : •Costs/Revenue • • • •(To-Do) •Opportunity • • • •Sales Cycle •Stage • •To-Do •Card • • • • •Assigned •activities •Activity •(code) • • • • •Partial Activities •Meeting /Telephone call • • • • •Interaction Log •Entries • •Statistics: •Interactions, Stages, •Chances, Values,.. • • • •Stage number •Activity • • [USEMAP] • Only Czech course BPH_PIS 1| 2 !!!!, MPH_RIOP pouze část (kontakty, profily,..) Partially for MPH_AOMA-AOPR !!!!! Objects necessary valid for MPH-AOPM-AOPR (see preceding slide) §Contact card- company ->Vendor (Customer) §Contact card- person ->Vendor (Customer) §Contact Character– profiles, technologies,.. §Interactions §Business Opportunities (estimated close date and value, probability,.. ) §Sales Cycles §Customer Card creation from Contact card §Quotes §Interaction entries § ERP-CRM •CRM •ERP 1 •ERP 2 •ERP n •Task1 •Task22 •Task p •Customer •Card •QUOTE •Task p+1 •Task p+2 •Task q • • •Opportunity •Opportunity • •Products •Financial •estimation •Success estimation •in % •Interactions •20000 •Meeting •70% • • Only Czech course BPH_PIS1| 2 !!!! a MPH_RIOP Contact cards §Contact card- company §Contact card- person §Contact Character– profiles, technologies,.. §Interactions §Business Opportunities (estimated close date and value, probability,.. ) §Sales Cycles §Customer Card creation from Contact card §Quotes Contact card – company - (Header of the contact card) Eric Clapton Luciano Pavarotti Emir Kusturica Contact persons type card • Contact Card-company Profile Contact Card- Person Profile Contact Card- Company-new person - (created from Company card) See profile settings Contact Card- Company-new person - (creation from Company card) New interaction- use of wizard New interaction- use of wizard Click finish (do not take any optional information into consideration!) and Ctrl-F7 From searching window Another CRM area : Opportunity Another CRM area : Opportunity Another CRM area : Opportunity From here you can create various To-Dos and and change Sales Cycle stages…. Personal profile creation Personal profile creation Personal profile creation Personal profile creation We have entered several lines All 51 contacts playing football Personal profile creation Profile of one chosen contact card (type person) Pareto analysis Pareto analysis –specification of questionnaire Pareto analysis-specification of question (details) Starting Date Formula = -5Y means NAV wil trace back all entries 5 years Pareto analysis Limits for different levels (A-C) Pareto analysis –results of updated questionnaire One of Contact Cards marked by code C Segments Segments Segments (entering values..) Segments End of the section (Customer Relationship Management)