Microsoft Dynamics CRM Jeanett Heller Product Marketing Manager, Dynamics Microsoft Danmark

Help organizations attract, win and retain customers through solutions that delight users and proactively help them do business.

Connecting to the New Customer

MRMMCM CRM Marketing Resource Management (MRM) Multi-Channel Campaign Management (MCM) Customer Relationship Management (CRM) All three areas constitute an IMM solution, and are all important as they constitute the entire end-to-end process of uniting people, process and tools across the entire Marketing ecosystem and driving Demand and top line growth. Closing the loop with CRM Sales and Service to increase ROMI is key. Three areas comprise an Integrated Marketing Management Solution:

Campaign/Channel performance Multi-channel Support Campaign Automation Inbound Marketing Outbound Marketing List Management Segmentation Lead Management Lead Scoring Lead Capture/Landing Pages Lead Nurturing & Routing These are Marketing vendors that generally provide only a part of the comprehensive marketing functionality. Key processes are focused on filling the Demand Funnel for the Sales organization. Multi-channel Campaign Management (MCM) enables companies to target the right customers and with specific messages across multiple channels to enhance conversion. This includes Campaign design and workflows, lead nurturing and routing based on behavior or customer profile or segment. Typically B2B focused. MRM MCM CRM

These are Marketing vendors that provide comprehensive Marketing capabilities, but do not offer CRM capabilities. Marketing Resource Management, or MRM, is a set of processes designed to enhance a company’s ability to plan, create, coordinate and optimize both internal and external marketing resources. Planning, budgeting, organizing and storing digital content, creation and approval of assets, measurement of marketing performance MCM MRM CRM Program Planning & Optimization Budget Management Project Management Creative Production Digital Asset Management Workflow approval process Marketing Fulfillment

CRM Suites typically include marketing capabilities but are not as deep in Marketing. As you know, CRM includes Sales, Service (Customer Care) and Marketing, although the predominant competitive focus of many CRM engagements is Sales Force Automation. Enabling the alignment of Marketing and Sales is always a challenge, and key benefit of an integrated Marketing solution. MRM MCM CRM

Gain powerful insights by having a single source of truth with: Real-time data Behavioral analysis across leads, prospects and customers Campaign budget management Collaborative tools make it easy to: Share information Foster creativity Automate processes DATA DRIVEN, CUSTOMER FOCUSED Execute and monitor campaigns across all channels, including: Traditional Online Social media MULTI-CHANNEL ENGAGEMENT EFFECTIVE MARKETING MGMT

Resource, budget management Workflow & collaboration Digital asset management Campaign, lead management Advertising & social media CRM Integration & closed loop ROI Behavioral analysis Marketing analytics Customer segmentation DATA DRIVEN, CUSTOMER FOCUSED EFFECTIVE MARKETING MGMT MULTI-CHANNEL ENGAGEMENT

EFFECTIVE MARKETING MANAGEMENT PLAN MULTI- CHANNEL ENGAGEMENT EXECUTE CRM Integration & Closed Loop ROI Advertising & Social Media NURTURE & MEASURE DATA DRIVEN, CUSTOMER FOCUSED Customer Segmentation Behavioral Analysis EXTERNAL CHANNELS

Revenue CUSTOMER EXPERIENCE Loyalty & affinity Implied behavioral patterns Networked Influence Transactional profile SERVICE Case management Contact center Management Knowledge management Multi-channel service Install base Management MARKETING Brand management Resource management Digital asset management Multi-channel campaigns Marketing performance management SALES Opportunity Management Quotes, order & pricing Management Sales prospecting & collaboration Sales planning & Management Revenue Performance CUSTOMER ENGAGEMENT SocialPhone ChatWebCommunitiesPartner AcquireRetainGrow

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Why MarketingPilot and Dynamics CRM Real-time data and behavioral analysis Insightful Share information, foster creativity and automate processes Productive & Collaborative Execute and monitor campaigns across channels Multi- Channel Closed loop marketing and CRM Connected

Marketing Automation Marketing Segmentation Sales Enablement Marketing Analytics Marketing Resource Management Budget Management Strategy & Planning Digital Asset Management Vendor Management Event Management Marketing Advertising & social media Multi-Channel Campaigns Marketing segmentation MarketingPilot Reports & Dashboards Marketing analytics Project Management Lead Management Landing Pages Behavior Tracking DemographicsCRM Database Campaign Automation CRM Integration

Competition offers solutions for IMM including MRM and/or MCM or offer CRM suites without rich Marketing capabilities But only Microsoft offers a solution that includes rich IMM capabilities integrated to a comprehensive CRM solution - all offered as an Online Service MRMMCM CRM Content Analytics Lead Gen

Coming soon, stay tuned