d365 Business Central

1
(No Transcript)
2
Microsoft Dynamics 365 CRM Functional Areas
Sales
Customer Care
Marketing

• Leads
• Opportunities
• Communication
• Database
• Process

• Planning
• Budgeting
• Marketing Lists
• Campaigns
• Tracking
• Reporting

• Cases
• Contracts
• Resource Mgmt.
• Scheduling
• Knowledge Base

3
Microsoft Dynamics 365 CRM Sale Process
4
Microsoft Dynamics 365 CRM Marketing
5
Microsoft Dynamics 365 CRM Deployment Options
On-Premise
Online/Cloud
Partner Hosted
6
Microsoft Dynamics CRM

• You home for Marketing and Sales

7
Microsoft Dynamics 365 Sales
8
Microsoft Dynamics 365 CRM Sale - Dashboard
9
Sales - Accounts
10
Sales - Contacts
11
Sales - Leads
12
Sales Leads Leads with Different Statuses
13
Sales Creat New Lead
14
Sales - Opportunity
15
Sales Create Opportunity
16
Sales Order Details
17
Sales
18
Sales Invoice Create Invoice
19
Sales Invoice Create Invoice
20
Sales Products
21
Sales Products Product Details
22
Sales Add Product
23
Campaign through Email
24
Campaign through Email
25
Create an Email Template
26
Create an Email Campaign
27
Setting Up an Email Template
28
Tight integration between CRM and Outlook ensures
that all teams can manage emails, schedule
appointments, capture customer discussions and
much more within a familiar interface.
Integration with Email

• With Microsoft Dynamics and Outlook you can
• Automatically link Outlook emails to associated
  CRM records including contacts and opportunities
• Create personalized CRM views in Outlook
• Access all CRM end-user functions in the Outlook
  interface
• Open CRM records from any linked Outlook email
• Rely on the familiarity of Outlook to reduce
  training costs gain rapid user acceptance

29
Integration of Dynamics CRM with Outlook
30
Microsoft Dynamics 365 CRM Customer Service -
Dashboard
31
Microsoft Dynamics 365 CRM - Dashboard
32
Microsoft Dynamics 365 CRM Customer Service -
Activities
33
Microsoft Dynamics 365 CRM Service - Activities
34
Microsoft Dynamics 365 CRM Customer - Accounts
35
Microsoft Dynamics 365 CRM Customer - Contacts
36
Microsoft Dynamics 365 CRM Service - Cases
37
Microsoft Dynamics 365 CRM Service Create New
Case
38
Microsoft Dynamics 365 CRM Service Case
Details
39
Microsoft Dynamics 365 CRM Service Case
Details
40
Microsoft Dynamics 365 Voice of Customer Survey

• Engaged customers are usually better advocates
  of the brand, are more loyal and more
  profitable.

41
Voice of Customer Survey - Features

• Voice of the Customer (VOC) features
• Surveys with a variety of questions and formats
• Themes that can be designed to follow your
  companies color guidelines
• Scoring that is predefined or can be modified for
  your needs
• Personalization for specific customer or user
• Feedback that can be tracked and reported on
• Follow ups automatically generated based off
  feedback or scores

42
Voice of Customers
43
Create a New Survey
44
Create a New Survey Default Template
45
Create a New Survey Designer Template
46
Create Customer Response
47
Create Customer Response
48
Microsoft Dynamics 365 CRM Service Case
Details
49
Microsoft Dynamics CRM Service Customer
Complains

• Record every case
• History of customer contact is important they
  will remember it and you should be aware of it.
  History is the catalyst for change, be that in
  product or processes. To improve the quality of
  your offering you will have the facts at hand to
  make a considered judgement of what changes need
  to be made, how quickly and the cost of not doing
  so.
• Track/monitor complaints
• Recording every time your clients contact you on
  each issue as it is a true indication of the
  level of pain that your customer is having if you
  cannot resolve it quickly. The urgency of your
  client can then be matched to the time and
  resources you need to place on solving the
  problem.

50
Microsoft Dynamics CRM Sales Customer
Complains

• Escalate cases effectively
• If a problem cannot be solved immediately,
  escalation procedures need to be in place that
  will quickly provide an answer or a pathway to
  resolution. In this case, your internal processes
  must be well defined and automated through the
  system. Monitoring the situation and automatic
  further escalation keeps problem resolution in
  the spot light. Just where you clients want it
  to be.
• Provide resolutions quickly
• Having a problem is inconvenient to both you and
  your client. However, the speed at which you
  resolve a problem, your understanding of the
  affect this is having can often influence the
  perception of your products and brand for each
  client. They will talk about how quickly you
  respond and resolve issues and this have a very
  positive affect.

51
Complain Management
52
Microsoft Dynamics 365 Voice of Customer Survey

• Engaged customers are usually better advocates
  of the brand, are more loyal and more
  profitable.

53
Microsoft Dynamics 365 CRM Customer Portal

• Dynamics CRM Customer Portal brings a unified
  point of interaction for customers to connect
  with you for their complaints, questions,
  inquiries and requests
• It offers you a wide array of business tools to
  better your relationship with customers.
• Dynamics CRM - Customer Portal expedites your
  operations and brings an unmatchable efficiency
  with its seamless functioning.
• Step beyond the Between the Office Timings
  approach and empower your customers with mobile
  app to raise tickets anytime and anywhere.
• User-friendly interface that delivers superior
  user experience with simplicity.
• Maintain your CRM contacts as portal users and
  documents in useful formats.

54
Microsoft Dynamics 365 CRM Customer Portal

• Dynamics CRM Customer Portal brings a unified
  point of interaction for customers to connect
  with you for their complaints, questions,
  inquiries and requests
• It offers you a wide array of business tools to
  better your relationship with customers.
• Dynamics CRM - Customer Portal expedites your
  operations and brings an unmatchable efficiency
  with its seamless functioning.
• Step beyond the Between the Office Timings
  approach and empower your customers with mobile
  app to raise tickets anytime and anywhere.
• User-friendly interface that delivers superior
  user experience with simplicity.
• Maintain your CRM contacts as portal users and
  documents in useful formats.

55
Microsoft Dynamics 365 CRM Customer Portal
User Accessibilty

• Admin can create a user and give them an access
  to the portal settings so that they can handle
  responsibilities independently and reduce your
  workload.
• You can assign these users with the rights to
  make several portal configurations. As a part of
  these settings, user can change module/page
  layouts, enable/disable portal users and do much
  more...

56
Microsoft Dynamics 365 CRM Customer Portal -
Quotes, Knowledge