Customer Relationship Management (CRM)

Overview

Almost every organization needs some method of managing their client relationships. Previously, dedicated CRM (Customer Relationship Management) Systems were out of reach of small to medium size enterprises (SMEs), however Microsoft has entered the value end of the market with Microsoft CRM.

Microsoft Dynamics CRM is a mature product with a faster growing market share than any other Customer Relationship Management software in the world. Microsoft CRM 4 brings new levels of customer intelligence, providing every customer-facing employee the information they need to truly impress customers.

Figure: CRM overview example

Benefits

• Centrally manage leads, accounts, emails, phone calls, product sales, services
• Access client data even when offline
• Powerful reporting
• Very customizable

Technologies

Microsoft CRM

With Microsoft CRM, you can create a centralized repository of customer data and Contact management system that sits neatly alongside Microsoft Office and Microsoft Office Outlook -- the applications most employees use every day. From Outlook, you can access Microsoft CRM sales, marketing, and customer service modules to make sales decisions, market products, solve problems, and get strategic views of the business. It's CRM that works -- and works very well -- because it works the way your users already do, works the way your business already does, and works the way technology should.

CRM Architecture:

• SQL Server 2000/2005/2008/2008 R2 Backend
• ASP.NET/Outlook Front end

SSW CRM Consultants are often called in to:

• Deploy & Configure Microsoft Dynamics CRM
• Develop Microsoft CRM Customization
• Migrate/upgrade from Microsoft CRM 3 to CRM 4.0
• Migrate/upgrade from Microsoft CRM 4.0 to CRM 2011
• Migrate data from legacy business systems to Microsoft CRM
• Integrate/Synchronise Microsoft CRM with other systems (e.g. your accounting system)
• Present Training sessions to Administrators and Users
• Upgrade ACT and Goldmine to Microsoft CRM

See also our Rules to Better Microsoft CRM 3 to 4 Migration

Figure: www.theguide.com.au was developed by SSW using CRM integration with existing business

Figure: SSW developed a CRM system for SDN which is a charity organization

Microsoft CRM 2011

SSW has been working with Microsoft Dynamics CRM 2011. It looks good and will deliver on the vision "The Power of Productivity", giving customers familiar, intelligent and connected experiences.
How?

1. Familiar Experiences - Deeper integration with Microsoft Office tools, such as Outlook, Excel, Word and the contextual ribbon ensure a natural and familiar working experience. It reduces training requirements and improving user adoption
   • Next-generation Microsoft Outlook experience
   • Microsoft Office experience
   • Role-Tailored design
   • Advanced user personalization

   

   Figure: Familiar Experience using Outlook

2. Intelligent Experiences - CRM helps people make informed decisions by giving them intelligence about their organization, customers and other relationships?
   • Inline data visualizations
   • Real-time dashboards
   • Flexible goal management
   • Guided process dialogs

   

   Figure: The new ways to visualize your data is truly awesome

3. Connected Experiences - Connecting people, processes and data from inside and outside an organization to work together more effectively.
   • Contextual document libraries
   • Cloud development
   • Solution management
   • Microsoft Dynamics marketplace

   

   Figure: The new ways to visualize your data is truly awesome

Contact SSW now to see how we can prepare you today for the migration to MS CRM 2011

SalesForce

SalesForce CRM is an online web-based application. It captures and organizes communications and information from current or prospective customers from numerous departments across a company. SalesForce also combines business processes, people, and technology together to achieve a common goal.

Figure: Analytics Module - Shows you how your products are doing at different times and places

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