Taavi Kotka AS Webmedia juhatuse esimees 12' oktoober 2006

1
Taavi KotkaAS Webmediajuhatuse esimees
12. oktoober 2006

• Microsoft Dynamics CRM 3.0

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Agenda

• Operatiivne CRM?
• Tegijad ja trendid maailmas?
• Eesti operatiivse CRM-i turg?
• Microsoft Dynamics CRM 3.0 ülesseehitus
• Microsoft Dynamics CRM 3.0 demo

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Operatiivne CRM
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Definitsioonid

• Customer Relationship Management (CRM) is a
  customer oriented business model
• The purpose of CRM is to enable businesses to
  track and manage all of their customer
  interactions over the lifetime of the customer
  relationship
• CRM is a business strategy, and companies
  typically use a CRM software system as a
  technology platform to help their CRM strategy,
  processes, and procedures

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Tellimuse elutsükkel
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Klassikaline jaotus
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CRM maailmas
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Gartneri analüüs maailma CRM tarkvara turust
Top 10 in 2005 Observed Live Seats
WW CRM Packaged Apps 2004 3.46B License Revenues

• Siebel Systems
• Sage (Act!)
• Salesforce.com
• FrontRange
• PeopleSoft
• Amdocs
• SAP
• Oracle
• Microsoft
• Chordiant

SAP
17.4
Other vendors
Oracle 20.9
Siebel
51.3
13.8
PeopleSoft
3.6
Oracle
3.5
Amdocs
Microsoft
SalesForce
2.0
1.0
RightNow
3.2
1.1
SAS Institute
1.8
Sage
2006 Microsoft 5th
1.2
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Levinud lahenduste võrdlus
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Problems

• A 2004 AMR Research study found that
• 28 percent of CRM projects failed to go live
• 33 percent had serious user adoption problems
• A 2005 Forrester Research study found that
• Two-thirds of respondents were unhappy withthe
  ease of use of their CRM system
• More than half of respondents were not satisfied
  withtheir CRM system's return on investment
  (ROI).

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Critical factors for CRM success
1. CRM Vision
2. CRM Strategy
3. Valued CustomerExperience
4. OrganisationalCollaboration
5. CRM Processes
6. CRM Information
7. CRM Technology
8. CRM Metrics
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Gartner-i ennustused aastateks 2006-2010

• Success for Hosted / OnDemand CRM Vendors
• Rise from 5 to 30 of all contracts for midsize
  businesses
• Many new startups in 2006-10 will specialize by
  industry
• The Rise of OpenSource CRM
• still at the bleeding edge needs three to five
  years

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CRM Eestis
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CRM Eestis

• ettevõtete põhiaur seni läinud ERP-i juurutusele,
  samas vajadus CRM-i strateegia ja lahenduste
  jaoks turul olemas
• teerajajad peamiselt telcod ning finants
• Senised lahendused on eelkõige klientide ja
  kontaktide registrid
• Turul erinevate pakkujate ja lahenduste hulk
  tohutu

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Näide Eesti CRMi turu uuring

• 2005 aasta KPMG uuring, CRM tarkvara kasutatamise
  kohta Eestis.
• Uuringus osales 35 ettevõtet, millistes tarkvara
  kasutab kokku üle 1000 inimese

Allikas Indrek Sauli presentatsioon, Äripäeva
CRMi teemalisel seminaril (31.august 2006))
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• Microsoft Dynamics CRM 3.0

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Klassikaline jaotus
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MS CRM Põhifunktsioonid (üldiselt)
I MÜÜK (Sales)
Müügivihje (Lead) gt Müügivõimalus (Opportunity gt
Pakkumise esitamine (Quote) gt Lepingu sõlmimine
(Contract), tellimus (Order), arve (Invoice)
II TEENINDUS (Service)
Klientidele teenuse osutamiseks ajad (kalender,
vabad ressursid etc) Probleemide- ja lahenduste
haldus
III TURUNDUS (Marketing)
Kampaaniate korraldamine ning tulemuste hindamine
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I MÜÜK (Sales)

• Müügivihje (Lead)
• E-mail kodulehelt
• Telefonikõne
• Muu (kampaania kontakt etc)
• Müügivõimalus (Opportunity)
• Suurfirma X soovib kindlustada kogu oma
  autoparki
• Vajaduse täpsustamine, lisaküsimused,
  kirjavahetus
• Pakkumise esitamine (Quote)
• Pakkumise koostamine ning saatmine kliendile
  CRMist
• Pakkumiste muudatuste haldus, kliendi tagasiside
  (jah/ei/tahab muudatusi/aega otsustamiseks...)
• Lepingud (Contract)
• Arve (Invoice)
• Arve koostamine ja laekumiste info
  kliendihaldurile teada

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II TEENINDUS (Service)

• Planeerimine
• Inimesed (tööaeg, graafikud)
• Ressurssid (hooned, vahendid, etc)
• Kalendrid (info ning meeldetuletused Outlooki)
• Teenuse osutamine
• Lepingus kokkulepitud info kättesaadav
• Probleemide, küsimuste haldus ning delegeerimine

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III TURUNDUS (MARKETING)

• Sihtrühma valimine
• Olemasolevate TOP klientidele suunatud kampaania
• Kliendid kellega ei ole ammu ühendust võetud
• Suurkliendid, agendid, parterid etc
• Kampaani läbiviimine
• Eelarve, ajakava ning tegevuste planeerimine.
• Kontaktide nimekiri ning vahend (otsepostitus,
  e-mail, telefonikõned)
• Laekunud tagsiside registreerimine
• Kampaania efektiivsuse hindamine
• Tänu kampaaniale lisandunud tellimuste arv

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• Microsoft CRM for Outlook
• Native client for Sales, Service and Marketing
• Application toolbar
• E-mail, Contact, Calendar and Task linking
• Outlook Synchronization engine
• Microsoft CRM Desktop Client for Microsoft Office
  Outlook
• Microsoft CRM Laptop Client for Microsoft Office
  Outlook
• Customer Management
• Account Management
• Contact Management
• Lead Management
• Customer relationships
• Activity management
• Task activities
• Phone cal activities
• Fax activities
• E-mail activities
• Appointments
• Service appointments

• Service Management
• Case tracking
• Queues and routing
• Escalations
• Service contracts
• Integrated knowledge base
• Service appointment calendar
• Service scheduling engine
• Marketing Management
• Campaign planning
• Campaign management
• Marketing list management
• Quick campaigns
• Campaign response management
• Customer privacy
• Application Customization
• Customize and rename objects
• Customize CRM activities
• Create new custom entities

• Reporting and Analysis
• Contextual report generation
• SQL Server Reporting Services
• Dynamic Microsoft Excel integration
• Secure reporting data views
• SharePoint Web parts and dashboard
• Architecture
• Service-Oriented Architecture
• Automatic e-mail routing (Microsoft Exchange
  Server)
• Windows Active Directory authentication
• Clustered SQL Server databases (Active / Passive)
  
• Support for hub spoke deployment
• Other
• Role-based application security
• Strongly-typed development model
• CRM Mobile with GPRS synchronization
• Data Migration Framework
• Additional Microsoft Office integrations
• Editions

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Omadused 1/3

• Activity management
• Task activities
• Phone cal activities
• Fax activities
• E-mail activities
• Appointments
• Service appointments
• Campaign responses
• Sales Management
• Opportunity management
• Sales process management
• Quote management
• Order management
• Invoice management
• Territory management
• Quota management
• Product catalog
• Discounting

• Microsoft CRM for Outlook
• Native client for Sales, Service and Marketing
• Application toolbar
• E-mail, Contact, Calendar and Task linking
• Outlook Synchronization engine
• Microsoft CRM Desktop Client for Microsoft Office
  Outlook
• Microsoft CRM Laptop Client for Microsoft Office
  Outlook
• Customer Management
• Account Management
• Contact Management
• Lead Management
• Customer relationships

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Omadused 2/3

• Service Management
• Case tracking
• Queues and routing
• Escalations
• Service contracts
• Integrated knowledge base
• Service appointment calendar
• Service scheduling engine
• Marketing Management
• Campaign planning
• Campaign management
• Marketing list management
• Quick campaigns
• Campaign response management
• Customer privacy

• Application Customization
• Customize and rename objects
• Customize CRM activities
• Create new custom entities
• Forms, views and schemas
• Client-side events scripting
• IFRAME controls
• Workflow
• Automate business processes
• Activity workflow
• Custom entity workflow
• Extensible conditions and actions
• Web service implementation
• Integration
• Pervasive web services
• System Sitemap.xml
• ISV.config

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Omadused 3/3

• Reporting and Analysis
• Contextual report generation
• SQL Server Reporting Services
• Dynamic Microsoft Excel integration
• Secure reporting data views
• SharePoint Web parts and dashboard
• Architecture
• Service-Oriented Architecture
• Automatic e-mail routing (Microsoft Exchange
  Server)
• Windows Active Directory authentication
• Clustered SQL Server databases (Active / Passive)
  
• Support for hub spoke deployment

• Other
• Role-based application security
• Strongly-typed development model
• CRM Mobile with GPRS synchronization
• Data Migration Framework
• Additional Microsoft Office integrations
• Editions
• Microsoft CRM Professional
• Microsoft CRM Small Business Edition
• Hosted offerings available through certified
  partners
• Designed for Small Business
• Simplified setup
• Configuration wizard
• Fax server integration
• Business Contact Manager migration
• Automatic client installation
• Health monitor integration

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Extensibility Model
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System Architecture
Presentation
Application
Custom Apps
Sales
Service
Marketing
Business Designer
Import / Export XML
Business Hierarchy
Security Roles
System Settings
Custom Entities
Custom Workflow
Custom Forms
Web Services
Platform Services
Reporting Services
Data Services
E-mail Services
Workflow Services
Security Services
Integration Services
Data Services
CRM DB
Metadata
Foundation
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Microsoft CRM 3.0
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Webmedia

• One of the largest software development
  companies in Baltic region
• - Baltic ICT market news, November 2005 -
• Asutatud aastal 2000
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• Eestis 190 töötajat, kokku ca 260
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  Hansapank, Telia-Sonera, Elion, TÜK,
  Rahandusministeerium, PRIA, Ergo Kindlustus, vt
  http//www.webmedia.ee
• Äripäeva IT TOP-is esimene aastal 2004 teine
  2003

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