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CRM Overview Hi. My name is Anjali Bharadwa. I'm with DMC,
and I'm going to be talking to you about CRM. CRM stands for Customer Relationship Management.
The first question that you might ask yourself is: “Why even consider a CRM?” If you're
like many organizations, you're probably managing your data somehow; most likely, it could be
with an Excel spreadsheet. You could have multiple Excel spreadsheets and have lots
of people managing different ones. At the end of the day, there are a lot of questions.
You don't really know whose list is up-to-date, are your customers really happy and how are
you best managing these customers.
This is when you would consider a CRM system; to centralize all of your information into
one location, have everybody be able to update the same records in the same database, and
have real-time tracking of all the activities that happen when interacting that customer.
You can also use this outside of the sales organization and across different workgroups.
If you wanted to be using it in the quality department, for technical support, or for
customer service, all of these people are able to manage their customers – and you're
all sharing this information.
There are a lot of common misconceptions about CRM – many think it's too complex for their
business, “We have a simple sales process, it's too expensive,” or even, “I'm going
to have to change everything about the way I do my business in order to take on a CRM
package.” These really aren't true. You just need to find the right CRM package for
your company.
With Microsoft Dynamics CRM, there are a number of different modules: There's a marketing
module, where you're able to send out targeted marketing campaigns; for example, people who
are in a particular geographical area or people who are looking for a certain product. You
have the sales module, which is what most people know it for. You can also use it for
service and support; track customer support calls, and the overall management module to
be able to look at the data for your sales activities as a whole across the organization.
Here are some screenshots depicting how CRM is being used. The first one is leads and
opportunity management. If you have a new lead, there's going to be a process that it
goes through, and hopefully becomes an opportunity. You're going to want to be able to qualify,
develop, propose, and then eventually close these opportunities. Account and contact management
is done in CRM, as well; being able to see all the contact information, who are all the
players that are involved, and who the decision-makers are within the process.
The management dashboards can have various different kinds of information, including
what's in the pipeline, who's on the leadership board for the most sales, what opportunities
are really big that we should be keeping our eyes on, and perhaps geographically, where
our top customers are located. Because Dynamic CRM is a Microsoft product, it does integrate
very well with SharePoint for the document management, keeping your actual proposals
in one place.
With Office 365, there are now 3 very good CRM options. There's the on-premise CRM, which
people are accustomed to, an online CRM which is in the Cloud, and then there's also a smaller
product we call CRM Light, which you develop on SharePoint.
If you've ever considered a CRM option in the Cloud, you've probably looked at some
of these different options before. Overall, the idea is that with Microsoft Dynamics CRM,
you're getting a lot of value for your money, you're not having to increase your costs in
order to use more options. With CRM, you are able to better manage your customers by having
all of the data in one central location. Anjali Bharadwa, Senior Consultant, DMC, Inc.
2222 N. Elston Ave., Suite 200 Chicago, IL 60614 http://www.dmcinfo.com (312) 255-8757
sales@dmcinfo.com