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Competing for CRM (General)
AFLAC is a Fortune 500 company whose leading sales office sought an affordable and easy to use CRM solution that could help the region improve processes, increase customer satisfaction, and drive sales results. Choice Hotels International is one of the world’s largest hotel franchising companies, with more than 5,000 properties. They needed an affordable solution to integrate front-office and back-office systems that was easy to install and manage, while helping reduce costs, improve decision making, and expand services. Based in Denmark, Imacon is a leading supplier of reproduction-quality scanners and digital cameras. They sought a powerful, easy-to-use CRM solution that could help store and share critical information about customers and prospects. McKinstry is an engineering, mechanical construction, and facilities management firm employing approximately 1,000 people in six separate divisions. They needed a CRM solution to address fragmented sales databases that were hindering productivity and leading to lost sales. Relational is a $500M company provides technology and financing solutions throughout North America. Rapid growth created the need for a flexible, integrated CRM solution that would automate sales processes and seamlessly exchange data with financial and proprietary business systems. A division of Veriphone, GO Software, develops and sells payment processing software. The 110 employee division sought a CRM solution that could provide centralized access to information, help enhance customer service efforts, and maintain its industry leadership position.
Note: This document is an overview designed for salespeople to support initial customer prospecting discussions and to help assess the potential for Microsoft® Business Solutions sales opportunities by understanding the customer’s business situation and needs.
Why We Won
Microsoft® Business Solutions CRM enabled AFLAC’s Salem, Oregon region to increase accountability for agent success, improve sales tracking, more effectively prospect, and improve customer service. Epicor Software tailored its hospitality solution to include Microsoft® Business Solutions CRM. The benefits included minimal deployment costs, better business intelligence and a potential revenue increase of 25%
What Is Customer Relationship Management (CRM)? CRM is the well-established software category devoted to improving customer relations. Good CRM products shorten sales cycles and improve customer loyalty by automating dayto-day tasks for sales, customer service, field service, call center, and marketing professionals. How does Microsoft® CRM make a difference? Microsoft® Business Solutions CRM helps businesses, including divisions and subsidiaries of large organizations, increase sales success, deliver superior customer service, and make informed business decisions. What does Microsoft® CRM do? Sales Force Capability Microsoft® CRM Sales helps sales people manage leads and opportunities, measure and forecast sales activity, efficiently track customer communications, and automate stages in the sales process–helping ensure a shorter cycle, higher close rates, and improved customer retention. Customer Service Capability Microsoft® CRM Customer Service helps businesses increase capacity to handle requests without increasing employee count. Microsoft® CRM Customer Service helps service representatives provide customers with the consistent, efficient service that ensures satisfaction. Mobility Features Microsoft® CRM Mobile allows users to quickly manage account information, add and organize business contacts, schedule important meetings, and track existing sales opportunities—all while working from a Pocket PC or Pocket PC Phone Edition with Windows Mobile 2003 software. Integration Capability Microsoft® CRM integrates with Microsoft® Office, Microsoft® Business Solutions for Financial Management, and other business systems to give employees a complete view of customer information. The ease of integration with Microsoft Office is of particular value—enabling staff to access Microsoft® CRM information from Microsoft® Office Outlook and work online or offline with access to sales functionality.
Microsoft® Business Solutions CRM improved the company’s marketing efforts, reduced costs by reducing the number of databases from eight to one and improved the quality of sales insights. McKinstry integrated Microsoft® Business Solutions CRM with the company’s Microsoft® Business Solutions-Great Plains® ERP system. This solution centralized sales data, improved operating efficiency by 25%, increased sales opportunities, reduced administrative costs by 15%, and generated significant savings in the cost of sales. Relational’s solution integrated Microsoft® Business Solutions CRM, Microsoft® Business Solutions— Great Plains®, and industry-specific leasing applications. The benefits included improved business insight, tighter financial controls, increased revenue and expanded opportunities. VeriFone selected Microsoft® Business Solutions CRM. The benefits included a 592% annual ROI, two months payback, $2.5 million per year in business benefits, a 75% reduction in order-entry and account-setup times and decreased hold times.
Key Selling Points
Offers a decentralized database that works across existing business systems Allows for robust, comprehensive reporting and analysis capabilities Enables a step-by-step sales process Customer and product information can be viewed, shared, and updated across organizations Supports short implementations with single-upload customizations, and straightforward upgrades Is tailor-able to meet industry-specific needs, processes, and environment May be deployed and managed internally or on a hosted basis Provides logical user interface and intuitive work tools that employees will find easy to use Centralized information storage and viewing let users easily share, manage and update information Has both rich client (via Microsoft® Outlook) and a thin client (via a Web browser) capabilities Can easily integrate with Microsoft® Office, financial applications, third-party applications, and Web services Contains fully integrated modules
Microsoft® CRM fits best with divisions and subsidiaries of large organizations that: Are implementing for a department or division that has 500 or fewer users Implementing a ‘federated model’ with multiple implementations, each with 500 or fewer users The best Microsoft® CRM win opportunities are with companies that are seeking to accomplish the following with their CRM solution: Make informed business decisions Improve sales success Offer superior customer service Easily set up, configure, customize, and use their solution Integrate their solution with Microsoft® Office and other Microsoft® Office applications
Request a reference from Microsoft at firstname.lastname@example.org Case studies can be found at http://www.microsoft.com/BusinessSolutions/casestudies_mbs.mspx Customer videos are located at https://mbs.microsoft.com/partnersource/sales/salestools/videos/mbsvideolibrary/ Competitive case studies can be found at https://mbs.microsoft.com/partnersource/sales/marketing/competitiveinformation/MBSCICaseStudies.htm
By the Numbers
Entities Manufacturing Services Wholesale & Distrib. Public Sector (Gov’t) 7,614,381 6,419,005 2,532,137 930,236 APAC EMEA LATAM N Amer
Enterprise Entities 3,408 9,273 1,992 9,336 IT Spend FY05 (000s) $2,526,000 $7,200,000 $469,000 $16,493,000 CAGR 6.4% 4.9% 10.2% 5.2%
* All market sectors CRM worldwide as of 12/31/04 ** Enterprise CRM worldwide as of 12/31/04. IT Software Spend in US$ Sources: Microsoft® Business Solutions Market Model FY05 and IDC Vertical IT Forecast
Competing for CRM (General)
Winning vs. Competitive Products
Competitor Positioning Seibel Enterprise Edition claims 3,500 customers and a global presence. It is the No. 1 CRM analytics vendor. Its relationship with Microsoft® includes some integration with Outlook and Office. Dual platform strategy: .NET and Java. SalesForce.com claims 12,500 customers in 110 countries, and supports 11 languages. It is the No. 1 hosted CRM vendor. It targets broad range of companies across multiple verticals, and offers only hosted solutions. Its mantra is “No Software.” Onyx has 1,150 customers and a global presence. They use direct sales to divisions of Fortune 1000 companies. Their Enterprise CRM product has many horizontal components. They are formerly a Microsoft® partner with a .NET architecture. Focused in financial services and public sector markets. SAP - Business One CRM has 4,200 customers, and offices in 50 countries. Their client/serverbased solution is not fully web-enabled nor able to work with mobile devices. They leverage relationships with parent (“hub”) companies into subsidiary (“spoke”) sales. CRM functionality is relatively new. SAP - mySAP All-in-One has 5,600 customers. They are a packaged industry-specific solution with key verticals in auto, chemicals, consumer products, and high-tech. They have been investing heavily in partner channel and focusing on rolling out products to the subsidiaries and branches of existing SAP customers. Pivotal claims 1,700 customers, 110 countries, 11 languages. They target a broad range of companies across multiple verticals. They were recently acquired by China.com; their future is uncertain. How to Position Against / Why We Win Microsoft® corporate viability and market presence; Microsoft technology architecture, integration with Office suite and .NET; Sell as temporary solution during Siebel implementation; .NET architecture to maximize business value of application portfolio; Siebel is hard to configure; Microsoft® CRM is also available as a hosted solution. Long-term low TCO and higher ROI; Microsoft® viability and business model; Familiar, consistent and integrated user interface; Security of on-premises data storage and local operation; Offline mode superiority; Superior workflow and business process integration; Option for hosting or on-premises deployment; Ease of integration. Microsoft® corporate viability and market presence; Familiar easy-to-use intuitive interface; Outlook integration; Microsoft technology architecture, integration with Office suite and .NET; Broader partner channel; Stealth and competitive confusion.
The following questions are for technical and business decision makers. Any “No” indicates an issue MBS products can address. If discovered, you may highlight the MBS selling points that appear most relevant to the exposed need. Design / Engr. Supply Chain Sales Ops. CFO
Business Intelligence: Can you easily view and analyze business information? Do your sales and service teams have access to the right information at the right time? Total Cost of Ownership: Are installations and upgrades quick and easy-to-deploy? Can you easily customize your CRM solution? Do you have the flexibility to migrate to a hosted CRM solution? Are your sales and service training costs low? Have you eliminated all complex, time-consuming data entry? Application Integration: Can you access your CRM systems via Microsoft® Outlook and the Web? Can you easily integrate your solution with current applications? Do you want your sales and customer service applications to work together? Salesforce Effectiveness: Can you track your sales and service success rate? Can your sales reps effectively track and manage leads from multiple sources? Can your managers evaluate lead quality? Would more consistent sales processes help initiate and close deals? Do your sales people have access to the information they need to build accurate quotes and manage customer orders?
Microsoft® Business Solutions CRM helps businesses, including divisions and subsidiaries of large corporations, build more profitable customer relationships. Designed for low total cost of ownership, it’s easy to set up, customize, and use. Microsoft CRM is accessible from Microsoft® Outlook and the Web and integrates with other business systems. Integrated Sales and Customer Service modules allow employees to access and share complete customer information across teams and departments. Automated processes free employees from time-consuming tasks and equip them with the tools and information they need to sell effectively and deliver consistent, efficient service. Because Microsoft CRM is .NET-connected, businesses can easily integrate Microsoft CRM with financial applications, third-party applications, and Web services, as well as create customized solutions.
Established first-rate sales and support reseller/channel organization; SAP hasn’t been successful to date in divisions of large companies;Outlook integration; Familiar, consistent and integrated user interface; Cost effective CRM for a lower TCO; Integration capabilities and extensibility; Technology leadership (SAP uses Microsoft® technologies in BusinessOne); More sales functionality; B1 and mySAP integration is mainly marketing; B1 is principally a small business product. Established first-rate sales and support reseller/channel organization; SAP hasn’t been successful to date in divisions of large companies; Full solution; Outlook integration; Familiar, easy-to-use and intuitive user interface; Cost effective CRM for a lower TCO; Integration capabilities and extensibility; Technology leadership.
General information: https://mbs.microsoft.com/partnersource/, provides resources for partners, including product specific information http://www.microsoft.com/businesssolutions, provides more information about Microsoft Business Solutions
Microsoft® viability and business model; Confusion over Pivotal’s future; Familiar, consistent and integrated user interface; Established first –rate sales and support; Outlook integration; Microsoft technology; Lower TCO and higher ROI; Ease of integration.
Editions Languages Integration Microsoft® CRM is available in two editions, Standard and Professional, and in three modules—Sales, Customer Service, and Suite. Compare editions. Microsoft® CRM is available in U.S. and International English, German, French, Spanish, Italian, Danish, Dutch, Brazilian Portuguese, Hebrew, Swedish, Russian, Hungarian, Polish and Czech. Microsoft® CRM integrates with Microsoft® Office, Microsoft® Business Solutions for Financial Management, and third-party applications. Integration Information
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