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we're very excited to have evan cosmetis senior sales lead of crm dynamics presenting for us today he's going to take us through a deep dive into sales insights and how to continuously analyze and leverage the vast collection of customer interaction data already stored in your 365 databases i hope you enjoy the webinar and without any further ado i would like to invite evan to begin his presentation hello everyone thanks for joining um so as previously mentioned i'm going to walk you through relationship selling primarily in dynamics 365 using a tool called sales insights so sales insights is what i like to refer to as that tier 2 or tier 3 sales functionality for a long time i feel that sales reps were neglected in terms of ai functionality and a lot of the other cool tools that a lot of the other departments were getting and sales was being neglected so now microsoft has kind of addressed that in given sales those tools that they need to make educated decisions like where do i spend my time that's one of the hardest things uh for me as a sales rep is to figure out where i should be focusing my efforts and where you know that's going to produce the most revenue or the most revenue towards my quota essentially um so i'm pretty excited to show you some of this functionality because obviously it hits home for anybody that's in sales it's pretty cool stuff so um without the right tools sellers struggle to meet customer expectations so 95 of sellers say that they have too many sales tools this is one of the most common problems with sellers they may have three tools that they're required to use and they sit there and go when the heck am i supposed to have time to sell uh only 18 percent of sales people are considered trusted advisors a lot of the times this has to do with the lack of data that sales reps have at their fingertips so obviously knowledge is power and the data that you have within your systems can help drive the sales reps ability to position themselves as trusted advisors to that organization and on average sellers only spend 32 percent of their time selling which is not very much at all uh for all the sales managers out there obviously data cleanliness and inputting that data into crm is important but you obviously want your sales reps to have more than 32 percent of their day to actually carry out selling activities or revenue driving activities as i and my sales manager likes to call them so b2b sales accelerate with trust and strong relationships so trust is the number one reason for closing deals obviously people base things off of roi and price as well but they're much more likely to buy off somebody that they trust um what do buyers want from sellers they want to understand they want sellers to understand their business demonstrate excellent communication skills care about my post-sale experience so not just make that sale and run and then give me insights and perspective into what the tool will will be able to provide for the organization so what microsoft has done has essentially tried to tackle a lot of these problems through the combination of three platforms it's a lot more than that realistically but at a high level it's three platforms the crm system which everyone's familiar with managing your accounts managing your contacts managing your opportunities pretty standard stuff now social networks are something new that's come along in the past couple of years now imagine linkedin a lot of companies buy data by lists which i must say in 2021 is not the most effective way of spending your money as a sales team why not use one of the most powerful networks in the world linkedin which is literally the greatest list that ever existed it's ever updating and people actually have a vested interest in keeping their profile updated in which that information can be passed on to sellers who are looking to connect with the right people and last but not least productivity tools microsoft along with owning linkedin owns the number one productivity tool in the world which is obviously office or outlook specifically so imagine being able to take data from outlook which is part of that microsoft overall ecosystem and tie that into the relationship health or you know the the overall score that we're giving that customer or measuring customer interest based on the activity through outlook so as you can see these three work together to create a connected customer experiences pulling data from all three sources or leveraging data from all three sources as well as some ai engines that microsoft has built in order to spit out those actionable insights that leave to better customer experiences in the long run so why dynamics 365 for sales make smarter decisions backed by data free up time for selling and get up and running quickly so three things that microsoft tries to tackle that are day-to-day um difficulties that a lot of sales teams struggle with and you won't beat the competition if you rely on instinct so once again we want to rely on data identify and connect with the right buyers personalize engagement with those buyers obviously there's a marketing tool that comes with dynamics 365 as well where you can further expand this ecosystem of customer data and behavioral data and things like that that gets pulled into the system and used and then focus on top opportunities to increase win rates so the next thing is your sellers are overwhelmed by tasks information and tools obviously as you go through the sales cycle there's probably six or seven of you that are trying to position their product in there the same way that six or seven other platforms are positioning their products in any sales cycle that i'm in um that's just the nature of the business so you want to leverage familiar tools and complete tasks from outlook you really want to keep your tasks make sure you stay front and center and you're organized leveraging all those tools across the ecosystem to communicate with your customers you want to help guide the sellers with prospective actions and workflows so essentially allow the system to drive what your next communication is and allow workflows to automate some of that communication and last but not least empower a mobile workforce as everybody knows we are in 2021 people are on the road they still need access to everything that they had within their office and now we have this wonderful thing in front of us called a smartphone which pretty much gives us access to anything we would need access to including internet so what microsoft has done is made a created mobile applications that make it very easy to access the data from the connected ecosystem of products whether it's outlook which i'm sure a lot of you are already using on your phone or dynamics 365 where you can go in before a meeting and update yourself on customer information before you actually walk through that door in order to have educated conversations with that customer based on linkedin information or any other information you have housed in your system and last but not least don't disrupt your business with a complex and call a complex and costly implementation uh as software has developed implementing has become easier and easier it's not to say that implementation is as easy as a click of a button anyone who tells you that is dreaming however microsoft has made it as easy as humanly possible to implement this and get up and running as soon as possible with preset frameworks that you can build off of or build on top of so microsoft still allows that flexibility to cover any process that you would want to cover throughout your business but at the same time they give you these templates and still make it easy to get up and running as quickly as possible so quick and easy setup it's easy to maintain as i mentioned before uh seamless integrated tools that work the way your sellers do i don't even call a lot of the things within the microsoft ecosystem and integration because they all share one database integration is just a word that you know microsoft uses for connection everything is leveraging that common data base or that the data versus microsoft calls it on the back end which limits the need for integration because we're all pulling from one unified source on the back end as everyone knows integrations are expensive they're they they're hard to maintain and upkeep a lot of the times as output as updates roll out within the native core of the platform um sometimes those integrations need tweaking over time microsoft tries to prevent that with the one that the common data model or the one database ecosystem and last but not least flexible and extendable platform that's easy to uh that is easy to adopt your solution if you're using other microsoft products a lot of the way that this is laid out is very similar to other microsoft products that you have which make it very easy for users to find their way around the system relatively quickly and makes it very very easy for users to use that as well awesome um so i am actually going to jump into the um the session now the demonstration itself now and i'm going to show you a little bit of what dynamics 365 um looks like so i'm going to close that so before i actually jump into dynamics 365 i want to go through the three different hats i will be wearing throughout the course of this presentation so the first hat will be somebody who's dealing with leads so what we call it in our organization a lead triager as the lead comes in this person is responsible for calling those leads making that initial call finding out the information that they need to find out and actually um passing that off to maybe a more senior sales rep that's going to run with that opportunity so you'll notice the where the screen that i'm on right now is currently referred to as the sales accelerator so this is something microsoft recently released as you can see i have a list on the left here and on that list i have grade a grade b and various other things like that as well as a score here now one of the things that's interesting about this is i can actually have leads and opportunities um that are entered into this list and these are essentially my to do's from all the leads that have come in so i'm going to sort these and just have my leads that i'm dealing with for now because obviously i'm triaging leads so now this has been sorted by just leads and i'm going to sort this again by score and as you can see it's already sorted by score so what it's done is it's brought the highest scores on top very easy to filter and we have a score of 91 here for this lead and as you can see the next step in this process and i'll go through how we set those steps but the next step with this lead is to make that first customer call this lead just came in so i'm going to select this lead um the reason why this actually came to the top because it had the highest score of 91. so based on our marketing campaigns based on sales rep interaction based on linkedin activity based on a wide range of things we know that alex baker is very interested in our product as opposed to uh glenda down here who only has a score of 42 is most likely a tire kicker hasn't really been interacting with any of our information probably interacting with another company's information um so we're not going to spend too much time down here with glenn because we know glenda is not going to be a revenue driving activity if that makes sense or i i shouldn't say not there is a chance but chances are that alex baker is a lot more likely based off of this score to convert than glenda is so as you can see i've selected alex baker's record and there's a couple things we can see here the first things first is the up next tile so this is based off of what microsoft calls sales sequencing and we're allowed to set steps on opportunities and leads that keep a uniform process that sales reps follow as they either triage a lead or manage an opportunity so as you can see here the steps are a first customer call a follow-up email a send call a send call summary follow-up email again from that and then follow-up call to the customer if we do not hear back and so this gets converted to an opportunity obviously as we go through the various steps in in the lead process so once this is qualified it will obviously get turned into an opportunity now i can either click here and make that call and as you can see my dot sorry it's talking it's hard to so as you can see it would actually dial out automatically um directly from in my crm system microsoft has made it very easy to integrate phone systems in with dynamics 365 through what they call the open channel framework integration um so if your phone is tapping compliant there's a v or an iphone there's a very good chance that we can actually get your reps calling directly from here if you have an integration with teams i make a lot of my calls directly through teams if i was to click on here it would call through here on here but if i don't have this integrated it would open up directly in teams kind of defeating the purpose for this however you know this still serves a purpose in places like call centers now once this is done i can mark this complete and move on to the next step so that's a little bit on sale sequencing how to determine um when you're triaging leads which leads are the best to reach out to which ones are most likely to actually convert into opportunities and revenue because you know as a sales rep that's what i want to know i want to be calling the people that are going to convert into revenue and know which ones are going to which is the a grades and not ignore but kind of you know these guys can go on the back burner we'll see if their score increases if it increases i'll call them if not i'm going to deal on the things that are most important and i'll get to these when i get to these type of things so perfect now once that is done i am going to put on my second hat and my second hat is for a user named david as you can see and david is an actual sales rep so david would be a sales lead who would be taking opportunities after somebody's triaged them now as you can see david has a list of opportunities he's working here this is a lot of opportunities that david's working so david obviously needs to be very very efficient with this time and find out where he needs to focus his efforts if he's managing this many opportunities right so first things first i want to point out a couple things we have the name of the opportunity we have the estimated revenue of the opportunity but then we have something called the relationship health score so this is really where i'm getting into my relationship selling side of things um this is this really cool flashy stuff that that not many people have seen before before this was introduced so as you can see our relationship score is good fair poor and we can see the trend so is it steady is it improving is it uh even declining if we're neglecting an opportunity that we have in our pipe awesome so i'm going to show you a chart that may be very useful for a sales manager for example so as you can see as we go further over to the zeros here on the bottom the closer we get to this line the closer the deal is to closing the closer we are to this one the further we are away from closing um the higher up and the green the better the relationship health the lower down obviously we are the worse the relationship health so as a sales manager i'm probably going to look at this and i'm going to go oh man what's going on with this opportunity we're less than 10 days to closing on this opportunity and the relationship health is poor we're actually six days away and the relationship health is poor that's a problem as a sales manager i'm going to figure out what's going on there because that might be lost revenue i'm also going to look up here though and i'm going to see that we have um two opportunities that actually have very very good health that are one day away from closing they're actually very close to closing and they're quite sizable opportunities by the size of those circles so i i know that this is probably going to close so if i'm a manager i'm looking at this from a forecast perspective and i'm saying hey i'm banking on these two but i'm not banking on the ones down here and as a sales rep i'm sitting here going oh man i'm going to probably close these let's get these done but these ones i really need to work on that relationship held over the next six days to try and get this to close in favor of us um so i'm gonna dive into one of these good opportunities just to show you what it looks like obviously we have general opportunity information i'm going to kind of skim over that general x's and o's of sales stuff uh like opportunity management and what's on the opportunity record i'm going to go right over to the opportunity score so what's actually driving this score there's obviously an ai engine behind this as well as well as behavioral data on the customer's end so i position this in two ways i say you can measure the opportunity score by um behavioral data so what's coming in from outlook what's coming in from your marketing module the same way you were in a lead you're seeing how interested somebody is in the material that you're sending out or how long it takes for the person to respond to your sales rep or if they're even responding to your sales rp outlook all the time but you can also look at trends and opportunities based on an ai engine so what trends and previous opportunities resulted in closed opportunities one opportunities in the past and which trends and opportunities resulted in lost opportunities so as you can see the estimated value went up to 48 000 here and the purchase time frame got pushed up to this quarter well that's a really really good indicator based on our past trends and opportunities um that the system's picked up on that this is going to close however we can see that maybe the estimated budget may drop below 40 000. that may be something that actually hurts our chances of closing this deal because the customer may not now have the budget so you know it's actually going to bring our score down so there's an about section here that explains to you how all this works but just at a very very high level it's based off of behavioral data as well as the ai engine that's pretty much calculating trends in the opportunities i can also see some of the relationship analytics that go in to measuring the relationship health here so i talked about those ai trends how did the hours spent compare we spent 13.33 hours on this opportunity whereas we're spending 14.20 hours on other opportunities um we also see things like email send receive ratios on this opportunity versus others that have closed successful your response time so we're responding to this customer in 10 hours whereas other successful ones 13 that's a very good indication of how the rep is managing this opportunity and there's a lot more data that you can dive into there um if anyone has any questions on this data later on i can address those questions however i want to keep moving obviously activity counts time spents response times and things like that all drive this and then you have an overall snapshot of the community of the communications that have gone back and forth so one other piece of information i wanted to point your eyes to on the actual opportunity itself is this little tidbit here kevin martin has left the company so as you can see we're selling coffee machines to a cafeteria manager in this case we've been selling to kevin martin for a while but the system picked up on the fact that kevin martin left the company and how and how did it do that so as you can see we have an account that's associated to this tray research we're dealing with the cafeteria manager at tray research who was kevin martin so i'm going to open up the account to see a little bit more information on the account and you'll recall at the beginning of this i talked about how linkedin is the very best list build the list in the world you don't need to buy lists if you have linkedin because linkedin is literally a forever updating list with more accurate data than you could purchase um that being said microsoft got a little bit greedy and obviously they're building out functionality for their platform that nobody else has access to for example this functionality so somebody leaves the company it identifies and tells you the person's lead to the company but i i many of you have probably noticed linkedin's asking you when you connect with someone internally with your company is this person your boss does this person work for you what relationship do you have with this person it's driving this so i can see that as the cafeteria manager alex baker has actually replaced kevin martin and on my opportunity you can see that had already been updated um so we know that alex baker is now the new contact that we need to go after and we didn't need to make any calls to anyone else within the organization to figure that out the crm told us that and even indicated that alex that kevin martin was leaving the company very very powerful stuff i use this all the time to figure out who new contacts are and i have project teams that come to me all the time and say hey evan somebody left do we have anybody who's a replacement yet because they want to start doing their legwork on finding out what type of person this is and how they can best tailor the project to meet this person's needs um you can show the linkedin uh profile here as well it wasn't letting me sign in earlier just based off the fact this is a trial environment they don't want everybody signing in however when i open up tray research it will actually show the trade research profile here you can also do that with contacts individual contacts on contact records as well um so as you can see we need to get in touch with alex baker so i'm going to select alex baker we're going to dive in and look at alex baker's profile for a little bit so as you can see i have alex baker and i need to i need to find a way to get in touch with alex baker right um so as you can see who knows who linkedin is going to tell me who do i know that knows alex baker as you can see alan knows alex baker i can also visualize this in a different way but alan i have a very very good relationship health with alan me and alan are good buddies whereas me and diane me and diane don't like each other too much diane doesn't follow us at all she doesn't really care about us at all so as you can see that's a very poor uh relationship health i'm probably gonna ask alan to introduce me to alex baker so i can say hey alan please introduce me blah blah blah and then i can send that off that will actually send off to alex baker or sorry to to allen and we hope we get a response from alan obviously awesome i hope that makes sense to everybody we also have the relationship health analytics on individual contacts it's not just for opportunities it's for individual contacts as well if you're specifically in contact management a lot of the time account managers love this functionality on the contact it also exists on the account once again account managers usually love this information where sales usually love the opportunity information it's one collective group of information that has essentially been filtered based on how you're looking at that information so the contact information is filtered based on the contact whereas the account information is an accumulation of all the contacts and the opportunity information or relationship health is based off of just the stakeholders within your organization and the identified contacts on the customer side that work on that opportunity because you may have three opportunities for the same account so they really allow you to narrow it down and specify where you want to see that relationship data and how you want to see it awesome so that is pretty much it for the relationship health side of things there's a lot more you can dive into here but at a very high level i think i've done uh i think i've captured how sales reps can effectively use this to manage their time um when it really comes to things like who do i contact next or where do i need to focus my efforts it's a it's a revolutionary tool uh in the sales game when it comes to that so now excuse me thank you so now i'm going to jump over to my last hat my last hat being nancy so nancy is the boss the big g she is the sales manager who is on the hook for the sales reps hitting their quota right so there's one thing that sale that nancy's probably interested in if there's any sales managers on this call you want to see numbers right your job depends on the numbers well what are we going to hit now i'm going to focus on forecasting as i jump into nancy's hat with the last five minutes here and i am going to go to forecasts and microsoft is essentially built out a very advanced forecasting tool that's for how advanced it is it's so simple to use the system really drives this itself as long as you're putting in the correct data the system can't read your mind and tell you how much revenue an opportunity is worth but what the system can tell you is what how much revenue based off of what sales reps have entered into the system is going to be driven uh pretty accurately in a pretty streamlined manner where you really don't need to export reports you can just look at this and it shows everything you need to at the click of a button as you can see i just clicked the forecast here that was it so as you can see i have a breakdown i have a breakdown of the actual contacts and as you can see i mentioned before nancy's big cheats but nancy also sells there's a lot of sales managers love and i have yet to have a sales manager that has been able to remove him or herself from actually selling uh which is funny you can't take the sales out of the sales person right um so nancy is actually her own sales rep here as well with her own dedicated quota as well as the manager responsible for the group just to highlight that you can do that and then you have all the people that work with nancy or for lack of a better term here under nancy you're a part of nancy's team each one of them has a goal or a quota that they have to hit so nancy's team goal is six million where her personal goal is 1.2 and then you have everybody underneath um and then you have what's predicted so obviously there's not much data driving this and i apologize for this i may actually be able to go into a different quarter and pull some actual data here oh perfect some data to show you so as you can see in q2 um we have a prediction of what's going to be hit by the team so the team's going to hit 1.8 predicted what has already been won so this is one based off of their their quota right so how much of their quota they actually achieved uh based off of what they've won so far and remember the sales reps can individually see this and you can limit what information they see obviously but they can see their own information and how far they are um you'd be amazed at how many companies i was selling at before this one where i didn't even have a any way of measuring where i was at to the quota that i i i have for the year i would go through the year blind not knowing where i was at or where i need to be and it's a surprising amount of companies and sales reps that are actually put into that position and nobody really notices it until the sales rep calls it out and says i have no idea where i'm at um so microsoft's kind of enabled or brought out tools that help tackle that very simply without you having to spend a whole bunch of money to to show sales reps where they're at we have a best case scenario of what's been committed to the forecast by this sales rep so best case is everything committed is just what do i think is actually going to close so it's the reserved one that a lot of sales reps like to use but the sales manager a lot of times wants to see this one too we have lost revenue we have pipeline so what's currently in my pipe we have a forecast so what am i forecasted to be at so i'm currently forecasted to be at 17 i need to pick up my socks and here's the gap to the current quota that we have so it actually shows me what i need to make up as well as the pipeline coverage so one thing to note i want to see maybe what deals have been won i can select this block and guess what it's actually going to show me the opportunities that make up that individual data point so instead of me having to go back and pretty much play you know detective and figure out from all the reps send me a report of what makes up this number no i'm going to actually click on that and i'm going to go through here and look at that because sales managers i i i love you guys you guys keep me on track but at the end of the day i do not like reporting my numbers back to you when it's in the system um so microsoft has made it very very easy uh to visualize that with realistically without having to come back and bug me about my numbers i hope my manager's not on this call he doesn't do that but you know i love sales managers not bashing them in any way shape or form um the next thing we go to is the best case scenario right so once again you want to see what's involved in that best case scenario you can see it at a click of a button you don't need to go back to your reps to ask them about that information and so on and so forth right it does that throughout everything here if you have multiple teams you can actually collapse these for an overall view so i'm working with one company right now that has an east coast a west coast a um an ontario specific quebec specific and a uh a us team all separate they can visualize all that in one dashboard but if i'm nancy i only see my team if i'm nancy's boss i see all the teams that i'm managing underneath nancy some of the other things that you can do here is you can see trends in the data so it's lending it's loading a trend chart um so you can see what's going on so you have your prediction which is the blue versus your one versus your forecast versus your closed is one versus your realized prediction based off of the data where do we think we're going to be at versus our actual quota which is way up here um and last but not least the flow of where the opportunities are coming from and where they're going to in different dollar figures as well as different quarters