SALES Overview

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SALES Overview

• Ralph R. Zerbonia
• President
• Universe Central Corporation

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Sales Tools Drive Company Value
Firms enjoying Best-in-Class (BIC) performance
enable several key process, performance and
organizational capabilities, including a
structured approach to competitive, market and
sales intelligence (91), creating a central
repository of account, contact, and opportunity
information (96) and utilizing formal and
documented sales processes (95). Aberdeen
Research
Companies that use lead management automation
tools to connect sales and marketing will see an
increase in conversion rates by 50. Gartner
Group
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Typical Business Challenges in Sales

• Poor adoption by sales staff
• Lack of consistent execution in sales process
• Poor productivity (limited time for actual
  selling)
• Unreliable prospect/customer information
• Limited collaboration with other groups

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Industry Views

When we asked sales executives to rate their
performance, we found that 60 sought improvement
in forecasting, 50 wanted to improve their
ability to adapt their sales process to
marketplace change, and 49 rated their ability
to identify and share best practices across the
sales force as subpar. CSO Insights
According to Gartner Research, sales people spend
only 45 of their time selling. The other 55 is
spent on meetings, administrative tasks, account
service,training, travel, research and
intra-company communications. Gartner Group
Leading firms embrace mobile CRM to improve
productivity, increase system adoption and
enhance the customer experience. Mobile CRM is
now a must-do for many fields sales
organizations. Liz Herbert - Forrester
Research
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Change the Game in Sales
Improve the other 80 of sales staff
Convert every sales interaction into a sales
opportunity
Break down physical boundaries, eliminate down
time
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SOLUTION
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Microsoft Dynamics CRM Sales Solution

• Sales Capabilities
• Full feature set
• Sales Workflow
• Designed for
• Users
• Managers
• Executives

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Territory Management and Planning

• Lead Management Components
• Territory definition
• Territory association
• Groups and permissions

Complete set of features/tools for sales
planning, territory management and resource
allocation

• Quota capabilities
• Task assignment and routing
• Resource Manager

• Microsoft Advantage
• Resource Center ideal for sharing best practices
• Robust role and group-based permission management
• Strong global capabilities for team selling

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Lead Management

• Lead Management Components
• Lead capture and import
• Monitoring of leads
• Prospecting

From capture to tracking to evaluation to
qualification to conversion and automatic
distribution.

• Qualification and Scoring
• Routing and Assignment
• Conversion

• Microsoft Advantage
• Automatic association of incoming emails to leads
• Effortless conversion of leads/responses to
  opportunities
• Seamlessly integrated with marketing capabilities

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Opportunity Management

• Lead Management Components
• Deal tracking
• Competitive intelligence
• Task management

End-to-end management of opportunities with
seamless integration to MS Office and strong
workflow helps sales reps. close the deal

• Products and pricing
• Workflow and rules
• Quote to Order

• Microsoft Advantage
• Seamless tracking of all associated
  communications
• Robust workflow for repeatable best practices
• Comprehensive Quote/Invoice/Order functionality

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Account Management

• Lead Management Components
• Data quality controls
• Contact management
• Relationship tracking

A focused and coordinated approach to the
management of existing customers and the
additional revenue opportunities they afford

• Activity management
• Query and Search
• Contract management

• Microsoft Advantage
• Complete view of all products and interactions
• Easy access to contracts and renewal dates
• Complex relationship mapping and tracking

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Sales Analytics

• Lead Management Components
• Forecast and pipeline reports
• Other OOB sales reports
• Report Wizard

Full spectrum of sales analysis capabilities
ranging from basic reporting to OLAP/data mining
and dashboards

• Trending and historical analysis
• OLAP and data mining

• Microsoft Advantage
• Broad capabilities from dashboards to OLAP
  analysis
• New reports just Next button away
• Easy report sharing and editing

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Improved Sales Productivity
Repeatable Sales Process
Consistent Online/ Offline Experience
360 View of the Customer
Effortless Forecast and Pipeline Analysis
Maximizing Customer Value





Increases consistency, productivity and provides
more time to sell
Delivers better forecast information and
financial planning
Drives greater efficiencies, lower cost of sale
and better team selling
Enables effective proactive cross-selling and
up-selling
Enables rapid and relevant response and tailored
sales activities
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Powered By Microsoft

• Robust Workflow Tools Designed for the business
  user
• Native Outlook Client Familiar and intuitive
  interface
• Powerful Remote Capabilities Consistent
  offline/mobile
• Point Click Customization Easily adapts to
  fit business
• Comprehensive Business Intelligence Easy access
  and use

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BENEFITS
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Key Benefits of Microsoft Dynamics CRM
Higher Productivity
Improved Close Rates
Greater Sales Efficiency
True 360 Visibility

Improve decision-making with 360 visibility into
accounts, leads, opportunities and cases across
the organization
Increase revenue by optimizing sales resources
and processes via repeatable best practices


Spend more time for selling with better
collaboration and consistency across the sale
organization

Shorten sales cycles via enforceable workflows
and more accurate customer data
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Key Benefits for Sales
VP of Sales

• Reach customer satisfaction goals
• Drive new revenue opportunities
• Achieve true business insight and visibility

• Manage key sales KPIs
• Increase sales staff empowerment and morale
• Enforce a consistent sales process

Sales Manager
Sales Rep

• Improve personal productivity
• Achieve holistic view of customer needs
• Seamlessly track customer comms. and interactions

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Key Benefits for IT
Chief Information Officer

• Achieve rapid time to value
• Realize low total cost of ownership (TCO)
• Leverage consistent IT architecture standards

IT Team Lead

• Adapt to the company as it evolves and changes
• Easily integrate existing applications and data
• Extend the power of the Microsoft Dynamics CRM

Business Analyst

• Adapt to the ever-changing business requirements
• Track key KPIs and cross-team workflows
• Improve relevancy via point click customization

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EVIDENCE
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Global Customer Base
Mid-size Companies
Small Businesses
Large Enterprises
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Customers in Action
Best Buy For Business
CH2MHill
Raymond James

• Wealth Management
• 3,300 users
• Uses Microsoft Dynamics CRM for consultative
  selling
• Helps them focus on building stronger
  relationships with financial advisors

• Engineering Services
• 2,500 users
• Uses Microsoft Dynamics CRM as enterprise-wide
  CRM system
• Helps them focus on back-end system integration
  and complex CRM

• Technology Retail
• 225 users
• Uses Microsoft Dynamics CRM to empower B2B sales
  consultants
• Helps them focus on improving productivity of
  sales representatives

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Customer Perspective
One of the things that really attracted us to
Microsoft Dynamics CRM is that, combined with
Microsoft Outlook, its just like one product. In
anything else, youd be duplicating efforts in
two separate products. Whistler Tourism
Its given our advisors a daily discipline for
pursuing leads and more time for personal
relationships with people. We can identify our
best sales people and leverage their best
practices Equinox

As the CEO of a global company, Microsoft
Dynamics CRM allows me to log in to all of our
remote sites to get a snapshot of whats going
on. I can get a real-time snapshot of what any of
my business units are doing, any day of the
week. Commtech Wireless
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Customer ROI

• 95 reduction in access time to customer data
• 10 improvement in time-to-customer quote
• 184 ROI achieved in 8 months
• 8 increase in staff productivity,
• 5 reduction in sales staff turnover
• 2.3 million ROI
• 85 reduction in time for processing big
  certifications
• 8 increase in 1st year of number of largest gift
  donors
• 27 growth and additional 1 million in
  Membership of Emerging Leaders Program

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Partnering for Success
Software and Services Partners for Sales
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DISCUSSION
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APPENDIX
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Why Microsoft Dynamics CRM

• Microsoft Dynamics CRM delivers
• An unparalleled user experience for sales
  professionals
• Choice of user access and delivery method
• Easy integration to legacy systems and data
• Consistent, workflow-driven sales processes
• A full spectrum of sales intelligence
  capabilities from basic queries to predictive
  analytics

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Positioning Statement
For sales staff that value productivity and
empowerment and organizations that desire
business agility, Microsoft Dynamics CRM provides
the best mix of relevant functionality,
unparalleled platform flexibility with the
broadest choices of access and deployment.
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Microsoft Dynamics CRM for SalesBuilding a
Sales Solution

• Core components of a sales application include
• Lead and Opportunity Management
• Account and Contact Management
• Territory Management
• Products, Pricing and Quotes
• Forecasting and Sales Analytics
• Key Benefit Areas
• Workflow across Teams and Groups
• Tight Microsoft Office Integration
• Offline and Mobile Device Access
• Commonly integrated components include
• Sales Methodology Solutions
• Product Configurators

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Microsoft Dynamics CRM for Customer Service
Increased Personal Productivity

• Goal Deliver a rich set of productivity
  features to allow sales reps to work
  more effectively
• Reduce time spent on data input and routine daily
  tasks
• Eliminate inaccurate/duplicated contact and
  account data
• Use the latest Office enhancements to drive sales
  effectiveness
• Key Capabilities in Microsoft Dynamics CRM
• Auto-correct on data entry for accounts,
  opportunities, and more
• Office and Outlook personal productivity
  enhancements
• Batch and real-time data de-duplication
• Improved mail-merge functionality
• 360 activity management and visibility

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Microsoft Dynamics CRM for Customer Service
Coordinated Sales Response Management

• Goal Easily manage the process of each stage
  in responding to RFPs and other sales
  requests
• Define and manage specific tasks and signoffs for
  responses
• Coordinate contributions from multiple groups
• Optimize resources to maximize productivity
• Ensure high-quality in every response delivered
• Key Capabilities in Microsoft Dynamics CRM
• Intra-team and cross-team workflow
• Improved mail-merge
• 360 activity management and visibility

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Microsoft Dynamics CRM for Customer Service
Global Team Selling

• Goal Enable team-based opportunity management
  within or across regions
• Coordinate effectively on more complex deals
• Execute consistent processes across teams and
  roles
• Coordinate and track communications across teams
• Key Capabilities in Microsoft Dynamics CRM
• Multi-language, multi-currency, and multi-time
  zone support
• Presence integration for real-time communication
• 360 activity management and visibility

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Microsoft Dynamics CRM for Customer Service
Complex Relationship Management

• Goal Manage the complex real-world
  relationships between contacts, accounts,
  leads, territories, more
• Easily extend the sales system to reflect the
  complex relationships that exists within your
  customer base and your sales organization
• Support complex business models and channels
• Analyze relationships across multiple data
  objects to determine emerging trends and
  opportunities
• Key Capabilities in Microsoft Dynamics CRM
• Support for complex many-to-many relationships
• Full reporting for custom entities and across
  multiple entities
• 360 activity management and visibility

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Microsoft Dynamics CRM for Customer
ServiceConsistent Experience for Mobile Sales

• Goal Deliver a productive sales environment
  for mobile field sales organizations
• Keep sales synchronized in Outlook, ready for
  mobile use
• Full access to from Outlook or other clients
• Analyze sales data offline or online
• Key Capabilities in Microsoft Dynamics CRM
• Continuous background synchronization to Outlook
• Choice of mobile clients Outlook, browser, or
  mobile devices
• Offline reporting and analysis
• Flexible options for email sending and routing
• Full remote access without a VPN

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Strong Momentum in Sales
Microsoft Dynamics CRM has emerged as a market
leader in the sales management space, driven by
its ease of use for sales professionals and by
the flexibility of the underlying SOA platform.
Source Gartner Magic Quadrant forCRM Customer
Service Contact Centers, 2007 emphasis added
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SFA Customer Quotes
This is the first time we are able to look at
clients in a broader way and we will know exactly
what is happening with a client throughout our
network. It will definitely enable us to serve
our global clients better. ABN AMRO
Weve embarked on building a world-class sales
organization, and we couldnt have done it
without a world-class sales force automation
tool. Microsoft Dynamics CRM is playing a
central role in achieving this goal. Best Buy
For the first time, we have handshaking between
sales and operations. Microsoft Dynamics CRM
gives us real-time intelligence from sales
through fulfillment. Life is better for our sales
people and for our customers. The Virginian Pilot
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Action!

• Ralph R. Zerbonia
• Universe Central Corporation
• 330-720-4525
• ralph_at_universecentral.com