1. Customer Relationship Management
Sean Kiernan | K3 CRM

2. 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

3. 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
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

4. 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

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

6. 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

7. 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

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

9. Microsoft Social Engagement

10. Microsoft Dynamics 365 Portals
Project Service Automation
Events
Partner
Field Service
Sales Enablement
With customers engaging through various methods such as , 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

11. Voice of the Customer

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

13. 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
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 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 &
Productivity &
Job changes
Opportunities
© Microsoft Corporation. All rights reserved.

14. 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.

15. 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 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
Meetings
© Microsoft Corporation. All rights reserved.

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

17. …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
© Microsoft Corporation. All rights reserved.

20. Questions?