Microsoft Dynamics CRM

Başkalarının kazanmalarına nasıl yardımcı oldu?
Microsoft Dynamics CRM, pek çok şirketin en değerli varlıkları niteliğindeki sadık ve memnun müşterilerini koruma ve elde tutma biçimlerini baştan aşağı değiştirdi. Küresel şirketlerden küçük işletmelere kadar, her tür şirket Microsoft Office Outlook uygulamasının içinde çalışan CRM çözümünün sunduğu bu tanıdık ve esnek işlevsellikten faydalandı ve bunun getirisini de çok kısa zamanda gördü.

Neden Microsoft Dynamics CRM?
Konu Müşteri İlişkileri Yönetimi (Customer Relationship Management - CRM) olunca, kilit unsur  hiç şüphesi ki iletişimdir. İdeal CRM çözümü, çalışanlarınızın müşterilerle iletişim kurma ve birbirleri ile işbirliği içinde çalışma biçimini kolaylaştırmalıdır. Çalışanlar, araçları ne kadar rahatlıkla kullanırlarsa, işlerinde de o kadar etkili olurlar. Daha önceden bildiğiniz bir görünüme ve kullanım biçimine sahip bir çözümden daha rahat ne olabilir ki?

Microsoft Dynamics CRM iş akışı otomasyonu ve çözümlemeleri, satış, pazarlama ve hizmet personelinizin bilgileri kolayca paylaşmalarını ve sorunsuz bir müşteri deneyimi sağlayacak görevleri yönlendirmelerini sağlar.

Satış
Satış sorumlularınızın daha etkin ve sonuca odaklı ilişkiler kurmalarına yardımcı olmak için onlara, müşteri işlemleri, satış fırsatları ve satın alma davranışlarına yönelik 360 derecelik bir görünüm sunabilirsiniz.

Pazarlama
Alıcı eğilimlerini, davranışlarını ve teklifleri analiz ederek, pazarlama ekiplerinizin gerçek zamanlı sonuçları takip etmelerini ve en iyi Yatırım Getirisini (Return-on-Investment - ROI) elde etmelerini sağlayan daha etkili pazarlama kampanyaları planlayabilir, uygulayabilir ve ölçümler yapabilirsiniz.
"Gerçek hayatta" pazarlama: Pazarlamanın şirket çapında etkinleştirilmesi teknik incelemesini okuyun.(XPS) - (PDF)

Hizmet
Hizmet personelinizin yanıtları ve kapsamlı bilgileri müşterilerinizle kolayca paylaşmalarını sağlayarak, tümleşik etkileşim ve bilgi yönetimi sayesinde yüksek değere sahip Müşteri Hizmetleri sunabilirsiniz.
Microsoft Dynamics CRM’in sundukları ile ilgili daha fazla bilgi edinin.

Nasıl sahip olabilirim?
Microsoft Dynamics CRM, size müşteri ilişkilerinizi yönetme biçiminizi seçme gücü verir. İstek üzerine veya şirket bünyesinde sağlanan çözümlerin avantajlarını karşılaştırın ve kendi iş akışınıza en uygun olan yapıyı seçin. En iyi yanı da, yanlış cevap olmamasıdır. Yerinde ve çevrimiçi çözümler, maksimum esneklik için istediğiniz zaman tamamen tümleştirilebilir.

İstek üzerine CRM

Güvenli ve güvenilir çevrimiçi barındırma İstek üzerine dünya çapında erişim Microsoft veya Microsoft Onaylı Satıcı desteği

Şirket Bünyesinde CRM

CRM’inizin tamamen şirket bünyesinde kontrol edilmesi İhtiyaç üzerine yazılımlı tamamen özelleştirebilme İstek üzerine CRM ile tümleştirilebilir

http://www.pargesoft.com/ Microsoft Dynamics AX NAV CRM Çözüm Ortağı

Étendez les fonctionnalités de Microsoft Dynamics CRM.

Bénéficiez des accélérateurs gratuits et innovants de Microsoft Dynamics CRM afin d’améliorer votre retour sur investissement. Grâce à une installation simple et une intégration transparente, la solution Microsoft Dynamics CRM est rapidement opérationnelle. Tout le code source est disponible, ce qui permet de faire évoluer la solution et de l’adapter à vos besoins en conformité avec les normes du SDK (Software Developer Kit) de Microsoft Dynamics CRM.

Les solutions complémentaires pour le marketing, les ventes et le service client vous aident à améliorer la productivité de votre entreprise et vous apportent la souplesse nécessaire pour la positionner favorablement sur le marché.

Les accélérateurs de Microsoft Dynamics CRM vous font bénéficier d’avantages supplémentaires car ils mettent à votre disposition d’autres outils et fonctions sans surcoûts.

À propos de Microsoft Dynamics CRM

Microsoft Dynamics CRM est une suite CRM (Customer Relationship Management, gestion des relations client) complète qui comporte des applications pour le marketing, les ventes et le service client. Ces dernières, simples d’utilisation et flexibles, permettent aux entreprises de toutes tailles de créer des relations client fructueuses, de les développer et de les étendre. Nos partenaires certifiés Microsoft Dynamics CRM sont à votre disposition sur site et vous accompagnent du conseil à la mise en œuvre. Ils se chargent également de l’assistance ultérieure.

Créez la transparence grâce à des puissantes capacités analytiques

Procurez-vous une idée d’ensemble sur vos clients et renforcez vos relations à chaque interaction grâce aux performances de votre solution CRM. L’extension Analytics pour Microsoft Dynamics CRM offre aux entreprises une plate-forme d’analyse complète qui comprend le marketing, les ventes et le service client afin que vos collaborateurs puissent améliorer la satisfaction de vos clients, leur fidélité et augmenter la rentabilité à chaque interaction. Des outils de reporting et d’affichage des données à l’écran permettent à vos collaborateurs d’accéder aux dernières données qui les intéressent afin qu’ils puissent prendre plus rapidement des décisions étayées par des chiffres.
Analytics comprend:

des tableaux de bord pour les ventes, le service client et la direction des rapports CRM supplémentaires la surveillance des KPI (Key Performance Indicator, indicateur de performance clé), ainsi que des analyses à des fins de prévision

Des outils d’analyses des données et d’affichage procurent aux utilisateurs des vues complètes sur diverses informations, comme les opportunités de vente, les prévisions de vente et le chiffre d'affaires.

Améliorez votre service client et offrez à vos clients un portail d’eService

Augmentez la satisfaction de vos clients et leur fidélité en leur offrant des possibilités de vous contacter via Internet. eService de Microsoft Dynamics CRM vous permet de mettre vos services d'assistance à disposition via un autre canal de communication, au moyen d'un portail Internet en libre-service simple à créer et à gérer. Vous permettez ainsi à vos clients de trouver rapidement de l’aide, de contacter un collaborateur du service client, de rechercher des réponses ou de convenir d'un rendez-vous avec le service client, et ce 24 heures sur 24, 7 jours sur 7. Etant donné qu'eService est totalement intégré à Microsoft Dynamics CRM, toutes les précieuses informations sur vos clients restent en outre centralisées à un seul endroit.
eService CRM offre:

la création rapide d’un portail en libre-service la mise à disposition d’une base de connaissances l’organisation de rendez-vous la gestion de profils client, des interventions et des données

Rapprochez le service client des clients en leur proposant un eService

Organisez des manifestations impressionnantes

Améliorez la planification et la réalisation des manifestations tout en en améliorant la rentabilité L’extension Event Management de Microsoft Dynamics CRM vous aide à améliorer le succès de vos manifestations et à les organiser de manière professionnelle grâce à une solution de gestion des événements qui collecte toutes les données importantes et les rassemble au même endroit. Automatisez les tâches de gestion des événements, saisissez les informations de manière précise et simplifiez la vie des participants en leur permettant de s’inscrire par Internet. Vous pouvez ainsi améliorer les résultats et maîtriser vos coûts. Comme les données des manifestations sont enregistrées au même endroit que vos données Microsoft Dynamics CRM, elles sont également disponibles pour le suivi et le reporting, ainsi que pour la planification de futures manifestations.
Event Management CRM offre:

une organisation et une gestion professionnelles des manifestations une inscription simple aux manifestations par Internet des outils logistiques et la gestion des participants la saisie des données pour le suivi des opportunités de vente et la planification

Offrez une possibilité d’inscription par Internet simple aux manifestations et collectez en même temps des données importantes pour mieux planifier et analyser vos activités.

Utiliser les données de Microsoft Dynamics CRM via SharePoint

Trouver plus facilement les données CRM dans toute l’entreprise, les mettre à disposition et les utiliser… C'est possible grâce aux outils Web de Microsoft Office SharePoint® Server 2007. L’extension Enterprise Search affiche les données et les informations CRM avec d’autres résultats de la recherche dans l’entreprise, de sorte que vos collaborateurs peuvent travailler plus efficacement et sont encouragés à utiliser activement vos précieuses données CRM. Les utilisateurs peuvent afficher et traiter les données CRM via Internet, sans avoir besoin de changer d'application. Des directives cohérentes en matière de sécurité assurent que seuls les collaborateurs autorisés puissent consulter les données CRM ou les modifier.
Enterprise Search CRM offre:

la possibilité de trouver les données CRM grâce à la fonction de recherche d’Office SharePoint Server et de les afficher la possibilité de modifier les données CRM au moyen d’Office SharePoint Server l’intégration complète du modèle de sécurité des données CRM

Étendez l’utilisation des données CRM aux collaborateurs qui ne travaillent pas régulièrement avec Dynamics CRM grâce au portail SharePoint.

Optimisez vos méthodes de vente

Élaborez un concept de vente global pour vos ventes grâce à des solutions de vente des fournisseurs leaders. L’extension de Méthodes de vente CRM vous procure les outils et l’aide dont vous avez besoin afin de bénéficier des solutions des leaders du secteur, comme Miller Heiman, SPI Solution Selling ou Target Account Selling (TAS). L’intégration dans Microsoft Dynamics CRM vous permet de mettre en œuvre ces solutions de manière homogène et rapide.

Conservez la vue d’ensemble sur votre pipeline des ventes

Améliorez l’efficacité de votre service des ventes à l’aide d’outils intuitifs qui permettent de suivre et de gérer le pipeline des ventes. Les rapports de ventes étendus permettent à vos collaborateurs d'identifier plus facilement les opportunités et de les classifier, ainsi que de comparer les objectifs de vente, les budgets et les performances du pipeline aux prévisions de vente.

Tenez-vous au courant grâce aux notifications CRM

Aidez vos collaborateurs à travailler de manière motivée et productive en les informant des événements qui concernent leur activité. L’extension Notifications de Microsoft Dynamics CRM permet aux collaborateurs de s’abonner aux informations CRM qui les concernent. Ils disposent ainsi d’une meilleure vision générale et d’un plus grand contrôle sur les tâches à venir.

Améliorez la productivité

Aidez vos services des ventes, marketing et client grâce à des outils supplémentaires, à des processus et à des rapports automatiques et déchargez-vous des tâches répétitives. L’extension Productivité de Microsoft Dynamics CRM vous offre des solutions supplémentaires simples et rapides à déployer.
L’extension Productivité CRM offre:

l’automatisation du processus de vente l’audit des données commerciales un programme de références client la gestion des réclamations

Améliorez l’efficacité.

Améliorez l'efficacité de votre entreprise grâce à des solutions souples qui sont parfaitement adaptées à votre activité et jetez les bases de la réussite de sa croissance. Les accélérateurs CRM vous offrent des solutions personnalisables qui permettent de renforcer les avantages du déploiement de Microsoft Dynamics CRM de manière rapide et économique.

Microsoft Dynamics CRM – Case Studies

2B Solutions Technology Consultant Secures New Business, Exceeds Customer Expectations

When Microsoft® Gold Certified Partner 2B Solutions experienced fast growth in its Microsoft Dynamics® CRM practice, it looked for ways to secure all pending business, use resources more effectively, control costs, and increase customer satisfaction. With sound methodology, best practices, guidance, and documentation, the Microsoft Dynamics Sure Step Methodology proved to be a comprehensive business-enabling resource. Since 2B Solutions adopted the methodology, it has used Sure Step to scope every implementation project and close a significant volume of new business. Clearly set expectations and careful planning boost customer confidence and help customers realize solution benefits rapidly. And, with Sure Step tools and materials, 2B Solutions minimizes the cost and risk of complex projects, streamlines technical training, and gains valuable efficiencies in its resource utilization.

“Following the Sure Step Methodology, we offer detailed statements of work and have secured the business every time. We’ve also won new public-sector customers on the merits of this approach.”

Jeff Cross, President, 2B Solutions

Situation

Microsoft® Gold Certified Partner 2B Solutions, headquartered in Birmingham, Alabama, was a 2006 Microsoft Technology Innovation Partner of the Year Finalist for Mobility Solutions. The company’s technology experts consult with business customers and deliver solutions to help them gain more value from key relationships and flexibly track inventory and assets while on the go and at business locations.

2B Solutions implements Microsoft Dynamics® CRM for customers who want to increase the productivity of critical business relationships. The company’s customers thrive in a wide variety of market segments, with heavier concentrations in education, government, and healthcare. Often, the company’s technologists customize Microsoft Dynamics CRM for specialized business requirements or integrate it with 2B Solutions’s mobile technologies. As Jeff Cross, President of 2B Solutions, explains, “We began by supporting and enhancing the more traditional customer sales and marketing operations, but have gone far beyond that. We now aim to help our customers generate greater returns from their relationships with their stakeholders and contributors.”

With 2B Solutions employing Microsoft Dynamics CRM in more demanding and complex scenarios, smart project planning and most efficient use of limited resources—people’s time and budgets—became critical. Says Cross, “As we expected our growth to continue and our workload to be challenging, we wondered if there were better ways to prepare, structure, and run our implementation projects.” The company also wanted to identify a reliable, comprehensive source of documentation for Microsoft Dynamics CRM to help standardize and deepen employee familiarization, and reduce training time.

In addition, 2B Solutions sought a way to ensure customers firmly committed to projects that the company’s consultants had spent time discussing and scoping with them to avoid any drop-off that would result in a loss of revenue. Closely connected to that goal was the intent to increase customer satisfaction. More specifically, the company wanted to ensure customers received all necessary information related to projects and technologies. With that information, customers would have a full understanding of the solution’s capabilities to harbor appropriate expectations and be in a position to put Microsoft Dynamics CRM to effective use immediately after an implementation.

Solution

Available through the Partner Foundation Plan for Microsoft Dynamics, the Microsoft Dynamics Sure Step Methodology is a key benefit of the plan. 2B Solutions had already invested in the Partner Foundation Plan and thoroughly evaluated what was available within the framework of the Sure Step Methodology, which provides guidance to streamline solution implementations and complete them successfully. Sure Step Methodology resources comprise a large repository of proven-to-be-effective templates, tools, and best practices, including specific content and tools for each product within the portfolio of Microsoft Dynamics solutions.

“The Sure Step Methodology helps us minimize the risk potential risks in our projects, which in turn frees us up to pursue new business with renewed focus.”

Jeff Cross, President, 2B Solutions

2B Solutions adopted the Sure Step Methodology as the framework for efficiently planning and completing software implementation projects. Available to 2B Solutions as a download, the Sure Step Methodology can scale to support projects of any size—from relatively simple upgrades to large-scale deployments. From diagnostics during the sales cycle, on to solution deployment and operation, the Sure Step Methodology develops through six distinct phases of a software project; 2B Solutions has incorporated this phased approach into its project management. Flowchart diagrams help the company’s consultants make timely, effective use of the tools, templates, and detailed best practices provided for each project phase. In addition, the flowchart diagrams help the 2B Solutions project team and its customers set up all the roles and accountabilities that play a role in completing a project.

The company also uses the extensive documentation accessible within the Sure Step Methodology to grow the skills of both new and experienced employees, and enhance team members’ professional standing with a deep education in Microsoft Dynamics CRM. Sure Step Methodology technical documentation continues to serve as reference material during 2B Solutions’s projects.

Among other recommended practices, the Sure Step Methodology assists in creating a complete, highly detailed scope of work before projects are underway. “As soon as a customer commits to a project, our team carefully reviews the scope-of-work document so that everybody understands the requirements, project milestones, and criteria for success,” says Cross. Using the scope of work, project managers:

Plan resources. Precisely identify tasks and action items. Set deadlines for the distinct phases of a project. Remain in close contact with the customer to make sure 2B Solutions meets or exceeds expectations.

Clear definition of project scope means that consultants and technologists immediately know when a customer request may result in a digression from the project path or present an unplanned risk. If the latter is the case, 2B Solutions issues a risk warning to the customer, asking for review and discussion so that the customer and consultants together can mitigate the risk and adjust the project scope if needed.

Following the Sure Step Methodology guidance, 2B Solutions adjusted the categories that the company uses to allocate and track employee time on projects. Managers review this information to keep projects on track within budgetary guidelines. The Sure Step Methodology enables a transparent information presentation that provides granular, flexible drill-down capabilities. Those, in turn, give project managers an easy way to review the details of project events, assess any changes to be made in project delivery, forecast the projected outcome of changes in resource allocations, and keep projects on track with customer requirements.

Benefits

For 2B Solutions, adoption of the Sure Step Methodology accelerates business growth, improves customer satisfaction, and enhances the efficiency of resource utilization. “The Sure Step Methodology helps us take our company to the next level of success,” states Cross. “It’s an invaluable resource that reinforces our expertise, ensures accountability, and offers practical ways to act on opportunities to grow our business and make it more efficient.”

Close More Business with Better Customer Experience
Using the Sure Step Methodology, 2B Solutions finds it easier to obtain firm customer commitments and steadily grow its customer relationship practice. “Following the Sure Step Methodology, we offer detailed statements of work and have secured the business every time,” says Cross. “We’ve also won new public-sector customers on the merits of this approach.”

“We’re enthusiastic about the potential of the Sure Step Methodology to drive productivity. We will adjust the way we work whenever we see the beneficial impact of practice enhancements.”

Jeff Cross, President, 2B Solutions

2B Solutions has seen first hand how the Sure Step Methodology enhances the experience of its customers. Customers often mention to the 2B Solutions consultants working with them that they feel the company’s approach is thorough, well organized, and completely in line with their goals. Customers also appreciate the fact that every activity in a software implementation follows the steps and schedule outlined in the scope of work so that they always know when and what to expect next. “The Sure Step Methodology gives even the most complex projects a dependable orientation that keeps everybody on track,” says Cross.

Boost the Productivity of Individuals and Teams 2B Solutions can ensure its consultants’ proficiency and effectiveness through the comprehensive documentation and prescriptive guidance available for Microsoft Dynamics CRM through the Sure Step Methodology. What’s more, employees can review the materials on their own without requiring a significant portion of somebody else’s time for training. Says Cross, “In contrast to earlier times, our managers’ workload in familiarizing staff with the intricacies of Microsoft Dynamics CRM and how to meet customers’ challenges is a fraction of what it used to be.”

2B Solutions expects to modify its team collaboration process in response to the experience gained in implementations informed by the Sure Step Methodology. “We’re enthusiastic about the potential of the Sure Step Methodology to drive productivity,” says Cross. “We will adjust the way we work whenever we see the beneficial impact of practice enhancements.”

Generate Savings, Reduce Risk
After having managed a number of implementations in accord with the Sure Step Methodology, 2B Solutions is still finding new ways to use the methodology to improve the way it manages the company’s business. 2B Solutions project managers regularly review detailed information to ensure projects are on schedule and within budgets, and frequently identify opportunities to boost efficiencies. “Sure Step gives us much better control in managing budgets and resources,” says Cross. “I know we will generate more substantial cost savings for customers and the company.”

A 2B Solutions manager team meets every week with a Microsoft partner advisor to discuss how the company uses the Sure Step Methodology and strategize the most promising ways for increasing the outcome. The best use of the methodology to anticipate and mitigate potential roadblocks and risks in implementation projects figures prominently in these conversations. Says Cross, “The Sure Step Methodology helps us minimize the potential risks in our projects, which in turn frees us up to pursue new business with renewed focus.”

Microsoft Dynamics

Microsoft Dynamics is a line of integrated, adaptable business management solutions that enables you and your people to make business decisions with greater confidence. Microsoft Dynamics works like familiar Microsoft software such as Microsoft Office, which means less of a learning curve for your people, so they can get up and running quickly and focus on what’s most important. And because it is from Microsoft, it easily works with the systems that your company already has implemented. By automating and streamlining financial, customer relationship, and supply chain processes, Microsoft Dynamics brings together people, processes, and technologies, increasing the productivity and effectiveness of your business, and helping you drive business success.

http://www.pargesoft.com/ Microsoft Dynamics CRM Global Partner