Enhance your R&D workflow with product pipeline management for R&D

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and I've just started the recording so a lot one thing about CRM systems in the old days when we were buying software we made a list of all the features we want and then we would go through some demos and put checkboxes next to do you have this feature or not and then buy the product that was had the most check boxes and that approach while it works well in some software's is not necessarily worked so well with CRM systems and adoption can sometimes be a challenge a lot of research has been done about well how do we make people use the CRM system that we purchased and great a quote I stole from AMR research they said corporations can achieve benefits from CRM software if the users see it as a blessing versus a curse and you know when working with a client and talking about implementing of a system that's what we're constantly trying to do how do we make CRM a benefit to the different levels of users within the organization how a president or CEO is going to use it is different than the way a rep in the field is going to use it some organizations say well the CEO controls the purse strings so let's make it the way they want it but then if it's too complex or too confusing for the reps in the field we end up having us you know great dashboards that looks great in a demo that don't show anything because the people in the field aren't using it vice versa so you know the CRM is more than just software it's about striking that balance determining what's of value and then how to deliver that within your environment which might be different than someone else's when we talk to a client we get calls almost every week about somebody saying you know we're interested in CRM and when I say well what is it that's important to you these are the most common things we hear that a we need a central shared place that we could put our contacts the companies we do business with the people that we interact with that companies when we identify new business leads we want to be able to track them make sure we're following up on a timely basis if those leads become qualified and we are pursuing it as a new business piece of opportunity we want to monitor that what's in our pipeline and so on others will say well what we need is a way for our reps in the field to remain in touch with and help manage the accounts that they're responsible for and to be able to monitor that their interactions with their customers so tools that they can use to better service the customer tools that management can use to oversee the activities of the reps in their organization some are looking for CRM from a customer service perspective here within software solutions group every time a customer calls our support line new customer service case is open it is assigned to a technician that technician interacts with the client until the case is resolved and then we use those cases to track you know you know the time frame and any open issues and so on others will say you know we need it to be that we're not just nailed to our desk sometimes we're at our desk at our computer we want to be able to access that information right from our outlook because that's how we interact with our clients others will be at home or on the road and they want to access it from a browser while others want to be able to access that information from their smartphone or tablet whether it's an Android or Apple or Microsoft device it needs to be mobile so CRM systems today need to be accessible from many locations and then finally it needs to provide management the reports and dashboards that they need at different levels in order to to run their business or run their organization so the that's what clients are looking for across you know what we frequently hear in terms of what they want from a CRM so now what we want to do is focus on what's Microsoft Dynamics CRM all about well the first thing is Dynamics CRM is obviously part of a whole suite of software that Microsoft has to offer you know everyone now is working with you know Microsoft Office at their desktop outlook as their email you know now you can't you can hardly watch a TV program on the weekend and not hear about the cloud Microsoft cloud services has become an enormous business unit within Microsoft Dynamics CRM is one of the services they offer in the cloud along with office and Exchange and so on it can also be deployed the same way your GP is deployed locally on servers within your organization where Dynamics CRM lives perhaps on the same servers as Dynamics GP does along with other software you have in-house so CRM is one of a whole menu of software tools that microsoft offers both in the cloud and on servers within your organization quickly what does CRM do well out-of-the-box Microsoft CRM offers a full suite of sales marketing and customer service functionality in addition it offers the ability to be extended to fit needs within our client organizations that Microsoft never thought about so in sales we already touched about it it's a place to put contacts and and a place where reps can log their activities a place where we can identify leads and nurture them through the sales process a place where we can monitor all of those things from a single spot marketing today is an example of the Microsoft marketing function we sent you out an email blasts talking about the event there was a link where you could register for that event when you clicked on that and registered for the event that event registration was entered directly into the CRM system we were able to promote it through marketing lists who are current customers send that email blasts out and register you for the event and and monitor all of that within the CRM system we also talked about customer service now in addition to sales marketing and customer service CRM is available natively too many desktops whether it's the PC on your desk a number of web browser devices or your tablets or smartphones it's a device that is aware of the social side of what you're doing whether it's by linking the ability to link emails that you send or receive from clients to their contact history right from your Outlook there is a component of CRM called social engagement that allows you to monitor the hashtags keywords and phrases that you utilize on your Facebook Twitter Linkedin accounts it will monitor any time those keywords or hashtags are used in those different social media channels and allow you to manage and organize and view those comments from a central position special spot within CRM and you know CRM is not always the way we want to come you need to communicate so Yammer is a component within CRM think of it as Facebook but private meaning it's your organization's equivalent of Facebook where we can from our phone from our tablet from our computer we can ask a question to our colleagues others might respond you know it's just a different way of interacting with each other but it also integrates with CRM from a platform perspective CRM has built into it number of analytics business intelligence and reporting functions there are workflow capabilities where we could take a series of steps that you currently do manually and automate them so I take the first step I check a box and then an email gets sent thanking them for their interest a follow-up task gets created reminding me to follow up with this person and so on so we can look at the activities that go on and and automate those activities saving your reps or users time allowing them to devote more time to other things they do and it's a very flexible database if if fields of information that you need to track very easy for us to add information to the database edie add different things that we want to track about a contact about an organization even if it's only for one customer as I mentioned it's a platform that's flexible enough to either be deployed on Microsoft servers inside the Microsoft cloud and you just access it through the internet or deployed on servers within your organization it's a platform that was designed to be integrated integrated with Microsoft Dynamics solutions like GP and other dynamics ERP systems but also integrated with non Microsoft ERP systems and we have dozens of customers where we've integrated with their systems versus it doesn't require that your accounting and information systems be based on Microsoft technology and a very configurable security sometimes people want to share but they don't want to share everything with everybody and so we can configure the security during implementation to share the things we want to share and not the things that we don't so that's a quick introduction that's about as much as I think people will tolerate on PowerPoint so what I'm going to do is is minimize this and to show you a few things within the Micra with you know a day in the life is what I would call it now I'm starting the demonstration today the same way I start my day at that's in Outlook so this is my outlook I think it's Outlook 2013 maybe and that outlook has the Microsoft CRM client add-in inserted into it and I know that because I have some CRM buttons in my ribbon bar that I wouldn't have if I wasn't connected to CRM and I have a SSG CRM folder which looks like it's part of Outlook but it actually allows me to jump into CRM without leaving the outlook experience and there's a number of ways in which Outlook and CRM interact with each other one of them is with email I've received this email from a person and of course it opened up on the other monitor here give me a second so this email came in and says I'm writing on behalf of my manager last year we purchased CRM online we're looking for a partner to help us implement it is this something that you'd be able to help us with so and it gives the person's name and their company well the first thing I want to do is see is this person somebody that we've already interact with and if it is I want to add this to their contact history within CRM so I've pressed the track button that's part of the CRM Adhan and what it did in the background was it looked at Jeff Lee Berman's email address to see if Jeff is already a contact in the system and it came back and told me he is not a contact because his name is shown in red down here in the bottom right hand corner if you could see it so right from within outlook if I wanted to make Jeff a contact in CRM I just right click on his name and say create a contact and it would write from out create a contact for me for this person I could copy and paste his company and so on now he mentioned that they have CRM ease with this company in Syracuse so I want to see if we've interacted with anyone else from that company in the past maybe we haven't worked with Jes but maybe it would tell me a little more about him if it's someone that we've interacted with so when I click the lookup button this is actually proof I'm in Outlook but it's performing a lookup to the CRM database I'm going to type a little bit of their company name and it found CNS companies in Syracuse there's a couple of other location that's where Jeff is from so again right from Outlook I'm going to click on the account name and it's going to open up bring to the screen for me what CRM knows about this company now I'll point out that every form that you are going to see we're actually interacting with our software solutions groups implementation of CRM so the forms are laid out in a way that's important to us but these are completely tailorable for each client so we have four columns of real estate across I could have one thing of information going all the way across here I have a column on the right and left and I'm taking two columns up in the middle so you know these are completely tailorable during implementation but I can see the company the accounts obviously we have talked with this company before if I click on the activities I can see all interactions that I or any other CRM user have had with this company so I can see John had an outgoing email with them that someone else there's a case that got opened a another outbound email a couple of appointments and inbound email so we can I can immediately see any interaction that I or anyone else in the company have had with that company Friday even though maybe I wasn't the one that did it here are all of the contacts at that company that we track in CRM if I wanted to add a new contact I would just press the plus bar fill in the information I could see that there's no recent customer service cases with this client if I scroll down a little bit I can see that there was a recent business development opportunity that someone and our team was working on if I click on that it will open up the opportunity so I could see the details of that you you and this will just show again this is opportunities can be different within each organization but it shows me the details of the opportunity that we were working on with that account so a little overview who was the key contact at that time what product were they interested in how many users where are we in the sales process were there any activities related to the opportunity I can view them here what what kind of sort of a notepad area of things that have happened as we pursued that opportunity who are the key stakeholders within that organization that will be part of the decision-making process at that organization now sales opportunities are an interesting thing for some companies you know we we find a lead somebody inquires with us about CRM there's a process we're going to go through to see if they qualify for if you know if they fit the mold of if their problem fits within CRM and you know there's also a reverse of that where we're going to interact with them and they're going to decide well do we want to work with these folks or do we want to talk to them so that's what happens at the qualify stage at the develop stage we start getting into details number of seeds and any special options what customizations how much training and then when we've completed that we go into the proposal stage where we're submitting price quotes and so on and then finally after we been priced it out a decision gets made did we win it or lose it now in the old days all of that was covered in fields on the form well in Dynamics CRM opportunities are one of the process forms that microsoft offers so what we do is instead of the user having to navigate the forum to update it at each stage in the process we identify in the ribbon bar what information do we want our reps together when we are at this qualify stage they fill in those fields and when all of those fields have been dealt with the sales process then moves to the next stage the developed stage let's say and there at that point you're going to do a demo you're gonna you know schedule a quote and that quote has an expiration date well when all of those things are completed then we know we're in the proposal stage so to the rep it makes filling out their opportunities during the sales process very simple they just you know what stage am i at what have I done or not done so that they know what their next step needs to be with this prospect from a management perspective when I'm looking at all of our opportunities that are in process I can quickly go in look at an opportunity and see what steps our reps have done or still need to do as I'm coaching them in terms of what we can do to help move this deal to the next step in the process okay so that's the opportunity so I saw that there was an opportunity for this account if I scroll down a little bit further there is for any client with ten or more seats of Microsoft CRM you get in a free subscription to a data service called inside view now they're doing some updating of that today so it's not I can't log into it right now but what inside view does is it's like a Hoover's like a dun & bradstreet kind of database and what it does is look up this company for me and when I click on this tab it will show me who are the key contacts what industry are there are they in who are their key competitors what news what what where have they been mentioned in trade articles blog postings website postings press releases anything that's new information about that company that I might be able to find on my own by searching the the Internet what it does is search all that for you and delivers it instantly and content continually monitors that I can click on any of the contacts that InsideView knows and with one button press it would add that contact to CRM saving me the needs re-enter them as a contact as someone I might want to interact with okay so that's a little bit of a you know within a few seconds right from that email I was able to get quickly up to speed on everything that there was to know about Jeff Lieberman about the company what interactions have we had with them did we have anything in the pipeline do we have any tickets with them if CRM made all of that information visible to me really with just a few clicks okay well I got a pause for a second I'm going to turn the microphone on any thoughts comments questions about what we've covered so far nope okay so we're good alright then let's continue okay so you're back muted again so that's just right from an email I was able to gather that information now other things people want to be able to do one of the first questions we get is well how do I get the information that I already have in my Outlook into CRM so most of us have Outlook contacts that we use those contacts synchronize perhaps with our smartphones and it's really kind of simple one of our customers is Rochester Midland and right before the start of the demo today I use the business card scanning app that I have on my iPhone and I scanned the business card of Bradley Calkins and once I saved it on my phone it created a contact record for Bradley in my Outlook so if I wanted to make bread a contact within CRM all that I need to do is highlight his contact record say track that in CRM and then tell CRM which account do I want this contact record associated with so it brings up all of my CRM accounts now I have a lot of companies that start with the name Rochester so I'm just going to type for Midland Chester Midland and that's it all of the end for now there is a contact record in CRM filed under Rochester Midland for Brad Calkins and from this point forward if his contact information changes on my phone in Outlook or in CRM his contact record will synchronize across all three so if someone went into CRM and added something to his contact profile that would sink without look outlook would sync with my phone if on my phone I find out that he's got a another phone number or I want to add something else I added on my phone my phone syncs with my Outlook Outlook will update CRM so the information remains in sync across all of the areas so that's a little bit of CRM a day in the life of CRM from the perspective of Microsoft Outlook now so we've covered some of the basic functions I want to make sure we have time at the end for questions some of the sales and marketing opportunities now within what I did want to do is within those opportunities so you saw that one that I had entered the form the information that I use to track an individual opportunity again I'm still in Outlook if I wanted to take a look across all of my opportunities I'm planning my day or my week who do I need to followup with and so on I can look at my opportunities here on this first tab these are all of the opportunities that I am in the owner of and if I want to look at perhaps instead of reading through all of these I have 27 of them I can get a sales funnel that will summarize where I am where are my opportunities by the stages that we talked about so if I want to see all of the prospects that I need to qualify if I click on the purple slice of the funnel then I'll see just the opportunities that are at that stage and if it's time you know it's the end of a quarter and I need to find a couple of deals to close in order to get my quota that would be you know all the ones waiting to close are at the proposed stage so if I click on that orange slice it's going to show me all of the deals of mine where a proposal has been rendered and now we're just waiting for a decision so it just an easy way for me to manage my opportunities if I were a sales manager I might want to look at all opportunities not just the opportunities of a single rep and now you'll notice my funnel changes it's breaking it out by sales stage and again if I want to see all of the ones at the proposed stage if I click on that slice I could see them across all of our reps now at some point there's other if I want to not only look at you know the opportunities by stage but maybe we sell nationally or you know across many geographies not just local so I might want to visualize you know this is kind of a hard way to read data if I wanted to see well where is our business pipeline coming from you know we can steal from our the weather people the concept of a heat map just another way of visualizing the data and here it's saying if we look across the u.s. that the greatest concentration of our prospects in the opportunity pool is in the you know central western New York area there's some down here in the southeast a couple in New England we have some opportunities here out west a little bit of shading so I can drill down to see if as i zoom in on the map I can see exactly where our you know where our is the greatest concentration of our business development prospects right now you know that might be another way I want to interpret the information lastly I might want to look at well how have we been doing not looking at what's been what's in the pipeline waiting to close but look at the opportunities that actually did close maybe the ones this year and see how have we been doing on those wind losses so it might be win-loss by rep so this is showing me each rep and then how they're doing win and loss wise I might want to see win losses by product line here I can see each product and how we're doing so once the information is in there whether I'm a reppin the field or a manager overseeing a group of folks dashboards and charts allow me to view that information interpret it quickly and then make business decisions or take actions based on what needs to be done so that's a little bit of the basics of CRM I wanted to make sure we devoted some time to the discussion of integrating CRM with your business system GP or others and frequently you know when a client comes to us and says well we want to integrate our CRM in our ERP we we the first question we ask is well what exactly you know what do you want that connection to do and we sort of lead a discussion of what are the uses that you want for that connected information there is for those that are interested a free connector that Microsoft makes available to GP customers and that will perform the integration between the two there are also third-party connectors a couple companies like smart connect and scribe they make more programmable connections that allow us to if the requirement requires us to customize that integration or that that connection between the two but some common use cases things that people want to do they want any customer that is a customer in GP to be an account in CRM and they want them to synchronize with each other typically we would want GP to be what we call the single point of truth that's the you know the one that got scrutiny when we entered their a company name correctly and so on and if something changes with this customer they go on credit hold they change their address we don't want the ERP system to say one thing and the CRM system to say another so by connecting the two when you make a change or when you create a new customer in ERP that automatically within about 10 seconds it's an account within the CRM system another use case is companies whose reps are going to be preparing quotes based on products or services that they have set up in their GP items area then we can synchronize the GP items with the CRM product catalog and the information about the item you know the description the pricing the costing and so on would synchronize with CRM so reps would be able to if your business works on a quoting basis they would be able to prepare a quote within CRM and and then when the if they order is that quote becomes in order without re-entering they can take that quote and send it back to CRM as an order so items to product catalog a lot of our customers they want the reps in to in the field to be able to see what the customer has bought from us in the past so synchronizing invoices from the GP or ERP system with the invoice folder within the account record it's in CRM that might be what they want to be able to do another one we just talked about quotes and orders now quotes and orders are an example of a bi-directional integration meaning the quote might be a rigid we have customer in Rochester where they prepare their quotes in GP but they want the reps to follow up with those quotes in CRM without those reps ever having access to GP so that would be against a situation of a quote going from C ptoo CRM when that quote when the customer is ready to purchase they can convert that quote to an order which would go back to GP there would be a CRM back within your GP orders and that batch would contain orders that got submitted from CRM others don't want to see invoices they want to see sales history every item the date the quantity the the description of the item the amount that they paid so an invoice clumps that all together on this date this customer got invoice number one two three four four $10,000 the second scenario is they bought four of these five of these two of these at these prices and quantities on these dates and they want the reps to be able to view that CRM so all of these are possible within the integration connection between CRM and GP there's probably others but just to give you some specifics to think about within your business so now what I want to do is show you an in a live client that we have done this integration for I mentioned red Calkins CEO of Rochester Midland Rochester Midlands a a chemical manufacturing company based in Rochester been around for around a hundred twenty years or so fourth generation family business wonderful people and they have a so they make chemical cleaning products they have five divisions that work in different industries we just went live a couple of months ago with their first division their facilities division and now the facility's division has about 25 sales reps scattered across the u.s. and Canada those reps do two things their product is sold through distributors so they contact they do sales business development calling on distributors in their geographic territories to get them to sell more of the Rochester Midland cleaning products they also go with distributors as experts in certain types of cleaning and they make joint sales calls with the distributors to end-user customers to answer technical questions to try and get that customer to want to use the Rochester Midland product versus the product they're using now so it was important to them as part of their CRM these reps have very the well-defined sales goals actually their goals are calculated daily and as a rep in the field it's important for that rep to know what has this customer bought so far where are they year-to-date Relic impaired - last year where am i relative to my goal and and so on so you know now they are an interesting customer when we started working with them several months ago they're a RP system was Oracle based and our GP team is working with them right now I think fourth of July weekend is the cutover date to cut over from Oracle to Dynamics GP so here you'll see today the integration is we're getting the sales data from Oracle and in a few months from now it'll be coming from GP but I wanted to show you what an integrated system it looks like so this is there now I'm using the browser to get at CRM their reps are never in the office they're always in the field so the two ways they interact with CRM is either from up their laptop using a browser or from their iPad or iPhone when they're on the road so this is what it looks like from the browser and I'm going to pull up one of their accounts senta's or however you say it now this customer has something close to a hundred thousand customer account records that they active customers and Oracle and I and there were in the first three and a half months of integrating between CRM and Oracle there was over one and a half million rows of sales data transactions that were passed to CRM so we I don't know they had any idea nor did we of just how full of new and how many transactions they process and and and they're well within the capabilities of CRM we have other customers that might do 20 transactions a month they happen to do a few hundred thousand a month so this is the contact or the account record for one of the accounts now sentence is common in their world that they might have a main central location first for this company but there are there might be twenty or thirty locations of that account across the country and different reps call on those different locations so we actually identify if this is the headquarters account or one of the remote offices and then reps are able to see the the sales for the locations within their territory so this is how they have their account records set up if I scroll down a little bit you can see the sales history tab now I could either scroll down or just go to the sales history tab now you'll see in here the detailed sales every lot every invoice line item that got built in there ERP system is showing up here we do a rollup each day of what the total year-to-date sales and prior year year-to-date sales and what the variance is for this account so the rep can see you know what has this customer bought so far this year we are a my year-to-date compared to last year now in their business they're a when it gets to be the end of a quarter and a rep is worried about making his quota for the quarter one thing they're constantly doing is calling back the customer service hated sentence place that order for X yet because I'm counting on it to get my number the issue there is orders that come in on Monday won't ship until Friday so there's this five-day window in between the time a order is entered in GP and the time that order actually shifts and shows up up here as as a sale so we give them a open orders area and this updates every night when this piece product ship they will leave the orders area and they'll go into the sales history area and again all of this occurs each evening in terms of the inner in again interchange between the two and that's how the integration works for this organization but just to show you what this could look like in an organization so that was the last thing I'm going to stop talking for a second I'm going to unmute the conference I wanted to see if anyone has any questions that I could answer in the remaining time we have you you oh yeah I have a question um in regards to the dun & bradstreet and like Hoover's that you know I look up um we are currently like like subscribers to that so would we be able to save money and not have to pay that you know subscriber fee and then be able to get that information through yeah so it's yeah so this is this is I'm back at Rochester Midland site so this is what it looks like when I enter an account shinta z-- % Azana Cintas on how they pronounce it the when I click on the data tab so this is in side view and so it says okay here's the corporate location here's their revenue number of employees here's the sources now what inside view does is they've contracted with about 3000 data sources worldwide and they they funnel information about companies from all of those sources when you create an account in CRM CRM asks inside view do you have anything for this company and the things that they have again is the profile of the company the overview there is a research tab that gives you financial information about this company jobs and so on there is a people tab that gives you key contacts at this company and if I hover if I want this guy in CRM if I press the sync button it will create a contact record for that person on the buz area is any mention of this company in RSS feeds press releases you know Twitter LinkedIn any of those things it pulls in information from many sources so yeah the service inside view is free to any CRM online customer with ten users or more and it you know the it would I think it would eliminate the need for unless there's something peculiar about your subscription we've had some customers where they're in an obscure industry and the company the data service the for instance another one of our customers is the Saranac brewery they're my favorite customer now out in Utica well they wanted to get data about beer distributors about who's selling what beer you know which retailers are buying what products in what quantity well that's not something that's generically available but if it's this kind of stuff demographic information key contacts news about companies that are just out there then yeah would eliminate a paid subscription at least for the users that are CRM users something today huh yes it just delivers it right within CRM okay but you just have to have ten users or more right now they if you don't have ten then you can pay a fee to subscribe to that service it isn't that expensive so obviously if Microsoft and then they offer a bunch of different services for instance in the next phase Rochester Midland is going to purchase the search function from them you know they want to have their inside sales team contact our corrugated cardboard manufacturers in the US and Canada with more than ten employees or ten million dollars in revenue and they want the head of manufacturing the CFO well inside view has a search service where you could put in those criteria it will download those contacts as into CRM so that you could then do an outbound marketing campaign to them now that's that's a fee based thing based on quantity whereas the company information is just free that's that's what insight insights is just that okay and now I have another question in regard to the emails that one I have you were saying how the e-mails can be purged in how does that work sure any emails in the whole company or huh yeah good question yeah the every single client I've ever worked with from the beginning of 2003 there is a setting in CRM that says all incoming emails go into CRM the alternative to that setting is any email tracked by someone gets entered into CRM now I know that that email we were looking at earlier is being tracked because it has this little icon to the left of it and then once I track it if someone else tracks that maybe it was maybe Danielle was carbon copied on this email if she tracks it as well CRM says I already got this one don't you know it doesn't duplicate it so it's with a I read an email that I get where your users do and I make a determination is this an email that should be part of CRM and if I conclude it should be I press this button before I tracked it said track if I make a mistake and I don't want to track at that same button then says untracked and it takes it out of CRM so it's it's just a at the judgment of the user and you know I tell people CRM is 50% programming 50% policy so as you you and your team are working with CRM you might look at all emails tracked this month by rep and say you know why did we trade maybe let's only track these things you know what I mean so we're not just cluttering with for no no reason but yeah it'll and interestingly enough let's say an email copied three other people and those people are other contacts at that account when I click the track button it's going to associate that email with all of the parties who are also contacts in CRM so if it was Jeff and Rick and Diane were all copied on the email when I hit the track button if someone goes to any of those three contacts they'll see that that email that they were a party to is is part of that individuals history now again it's only stored once but it appears as part of the history of any contact that's a party to that email and and you know it's also kind of nice to when you're sending a new email if you don't have somebody's email address but that person is a contact in CRM you can use the CRM contacts as a address book so if I type in Monica F it's going to find Monica Fabri J in CRM and when I hit the two button it addresses that email to her so it also you know makes that information that God put in CRM available when I'm sending an email as well okay great that's pretty nice yes any other thoughts comments questions we're at the one hour mark you answered all my questions thank you okay great anybody else have a nice day okay thanks Karen okay bye-bye bye-bye you you