Customer Relationship Management Sean Kiernan | K3 CRM

3bn active internet users 2bn active social media The Digital Landscape www 3bn active internet users 2bn active social media accounts 2.4bn smart devices by 2018 80bn connected IoT devices by 2025 We Are Social, Digital, Social & Mobile Worldwide in 2015, 2015 IDC, Smartphones to Drive Double-Digit Growth of Smart Connected Devices in 2014 and Beyond, 2014 IHS, IHS Identifies Technologies to Transform the World over Next Five Years, 2015 Forbes, Customer Experience: Is It the Chicken or Egg?, 2013

The buying process has changed Customers are 57% through the buying process before they talk to a supplier Sales people have a 1% chance of getting a response from a cold email Average B2B purchase decisions have stakeholders 6.8 By 2020 customer experience will overtake price and product as the key brand differentiator 57% - talking to friends/colleagues, internet research, review sites, Facebook, LinkedIn… 6.8 – management of decision maker relationships is key AND more difficult 1% - shotgun blast approach to e-marketing just doesn’t work anymore – buyers expect a personalised approach RECAP – Buyers more the ½ way through the buying process before they talk to you. They already have a clear(ish) view of what your product and/or services USP’s are Getting to YES means engaging with (and tracking) multiple stakeholders within an organisation AND by 2020 – they buying experience / customer journey will become more important than price or brand as a differentiator CEB (Gartner), “5 Statistics Every Sales Executive Must Know”, 2014 Microsoft, “The Dynamic Sales Team”, 2013

The selling process has changed Approximately 70% of Sales Professionals consider their jobs to be highly complex Sales Professionals have on average 300 internal touchpoints monthly Sales Professionals spend more than of their time on non-selling activities 67% Workers spend 40% of their productive time switching between tasks 70% - Highly complex – I’m one 67% - Research, data entry, internal meetings, busy work 300 – Chasing colleagues for information, pricing, availability, updates on clients, etc 40% - switching between different apps, importing data, etc. Microsoft & CSO Insights, How to Build a World-Class Sales Organization, 2015 CEB (Gartner), Why You’re Losing Competitive Advantage, 2015 Microsoft’s Sell In The Now - How to make your sales team more productive

Digital Transformation Engage your customers Empower your employees Transform your products Optimise your operations

Dynamics 365 Advantage Purpose-built Productive Intelligent Adaptable Start with what you need and grow at your own pace Familiar tools in the context of your business processes Built-in intelligence to proactively guide to optimal outcomes Grow, evolve and transform with modern, extensible platform

Project Service Automation Dynamics 365 Intelligent business applications in the cloud Microsoft AppSource Marketing Sales Customer Service Field Service Project Service Automation Operations Microsoft Dynamics 365 Customer Insights Azure IoT Power BI Cortana Intelligence To recap, Dynamics 365 is breaking the business application paradigm. It brings together business applications with the best of Microsoft – in productivity, collaboration, intelligence and platform to give you and your business the right set of tools to grow, evolve and transform. Common application platform: PowerApps, Microsoft Flow, Common Data Model

Email Marketing & Automation Web Intelligence Lead Scoring Campaign Automation SMS Messaging Reporting Form Capture Surveys Landing Pages Social Discovery Event Management

Microsoft Social Engagement

Microsoft Dynamics 365 Portals Project Service Automation Events Partner Field Service Sales Enablement With customers engaging through various methods such as email, phone, in person, social and web; And as users increasingly prefer engaging with organizations through the web and mobile, the opportunity for Dynamics 365 to play a central role in all these interactions is tremendous. Providing a web portal interface takes these user trends and brings any engagement, including partner, groups and employee scenarios directly into Dynamics 365 to create a modern connected experience for both external users and internal business operations. What we want you to understand is that a Dynamics 365 portal brings your customers, employees or partners into the business processes by surfacing Dynamics 365 data to the web. Enabling portal users and internal Dynamics users to work together with self-service capabilities that maximizes the productivity of every interaction. This allows for businesses to scale their operations as they reduce call center costs, manual processing, resolution times while at the same time improving end user satisfaction, transparency and scale of operations. Customer & Employee Customer Communities Group

Voice of the Customer

Relationships have always been key to winning in sales Relationship Selling Relationships have always been key to winning in sales

Too much information, too little insight 9/11/2018 6:23 AM Too much information, too little insight CRM CRM Social networks Social networks Messages Equipment maintenance Meetings Lists Accounts Accounts Service requests Email Leads Connections Trends Documents Buying committee The root of the problems is the disparate systems that sellers must navigate to get the insights they need to build strong relationships. When crucial data about relationships and accounts resides in silos – in CRM systems, in social networks like LinkedIn, and productivity and email systems, it’s impossible to derive meaningful and actionable insights for establishing and maintaining strong customer relationships. Sellers are overwhelmed with too much information and not enough insight. But for organizations that can harness the data to gain relationship insights, the results can be truly transformative. Calendar Proposals Support case Leads Alerts People Tasks Orders Productivity & email Productivity & email Job changes Opportunities © Microsoft Corporation. All rights reserved.

Bring relationship data together and… 9/11/2018 6:23 AM Bring relationship data together and… Dynamics 365 for Sales LinkedIn Sales Navigator Unifying the seller experience Meetings Accounts Leads Connections Alerts People Orders Office 365 Job changes © Microsoft Corporation. All rights reserved.

Bring relationship data together and… 9/11/2018 6:23 AM Bring relationship data together and… Leads Connections Dynamics 365 for Sales LinkedIn Sales Navigator Unifying the seller experience Alerts Accounts Now there is a solution that brings together disparate data - from CRM with Dynamics 365 for Sales, productivity and email with Office 365, and social networks with LinkedIn Sales Navigator - to unify the selling experience around relationships. Microsoft Relationship Sales combines the power of LinkedIn Sales Navigator and Dynamics 365 for Sales to unify the seller experience and enable sellers to focus on building and maintaining personalized 1:1 relationships. With customer-centered insights, sellers can deliver at scale the authentic and personal engagement that today’s buyers demand. The solution not only brings together disparate data across transactional systems, productivity systems, and social networks, but also provides unique insights for sellers to leverage when interacting with their buyers.   Job changes Orders Office 365 People Email Meetings © Microsoft Corporation. All rights reserved.

AUTO TRANSITION SLIDE 9/11/2018 6:23 AM © Microsoft Corporation. All rights reserved.

…rise above the noise with actionable insights 9/11/2018 6:23 AM …rise above the noise with actionable insights Relationship health is trending up based on engagement Your colleague can introduce you to your buyer Microsoft Relationship Sales Product recommendations for your buyer Alert! Your champion just left the company Too much data without any insights can be overwhelming for sellers. Bringing all these systems together means sellers can finally rise above the noise and make intelligent decisions. They have the insights that empower them to deliver high-touch, personalized interactions that foster relationships - from 1) being able to quickly gauge the health of a relationship when reviewing accounts to 2) knowing who from your network or company can introduce you to your buyers to 3) keeping track of job or role changes. You have a meeting coming up with your buyer A prospect has interacted with your email © Microsoft Corporation. All rights reserved.

Questions? sean.kiernan@k3btg.com 07588 962231