1. Microsoft Customer Relationship Management & Microsoft Retail Management Solution (RMS)
Sarah Theiss

2. 3 things to take away…

3. Why Improve Customer Management?
Mid-market companies utilise CRM to increase share of wallet, re-align resources to most valuable customers and identify new revenue streams based on customer insight
Peppers & Rogers Group
Companies lose about 50% of their customers within 5 yrs
The Loyalty Effect
It is 6-7 times more expensive to gain a new customer than retain an existing customer
Harvard Business Review
A 5% improvement in customer retention rates can yield a 25% to 100% increase in profits

4. CRM Solutions from Microsoft
Why is CRM important?
Top 10 most profitable?
When did you speak to them last?
Sharing information within your business
In house for you
For your customers
The alternatives?

5. Business Contact Manager
Business Contact Manager for Outlook 2003
Single-user (desktop) contact manager
Office Outlook 2003 native
Included in Office Small Business Edition 2003
Localised to 18 languages
Data migration to Microsoft CRM
with Business Contact Manager

6. Introducing Microsoft CRM
Combine Outlook
An easy to use CRM solution
with
Sales
Customer Service
Marketing
Reports

7. Microsoft CRM Demonstration

8. Value Proposition Up to 10% margin on distributor buy price
Additional services revenue est. 2-3 days (incremental to SBS)
Sell the complete solution & thus ensure customer satisfaction
Business driver for upgrading to SBS 2003, Office 2003 & Windows XP
SBS PE pull through revenue (and Office 2003, Win XP)
Expand your client base – helps drive new business

9. What’s on offer for your customers?
Leverage the “Small Business Server/Microsoft CRM” Promotion and Save Up To 70% on a 5 User System!
SBS 2003 Premium Edition customers can purchase Microsoft CRM Sales Module (server) and 5 x Sales Standard Users for $1,356 (regularly $4,485)
Runs until December 31, 2004
Example prices are RRP and include GST
Regular price applies for all users beyond the first 5 Microsoft CRM Sales Standard Users
Example based on Full Packaged Product price. Promotional pricing also available in Open Business and Open License Value licensing programs
Prices do not include SBS 2003, Hardware, or Implementation Services
Visit our website for more info

10. Training: Hands On Labs Online
17 different Microsoft CRM topics
Microsoft CRM: Plan, Install, and Configure Microsoft Small Business Server Premium
50 minutes Hands-On Labs Online Level: 200
In this lab you will learn how to plan, specifying requirements, install, and configuring a Microsoft Small Business Server 2003 installation that will support a Microsoft CRM 1.2 server installation in a single-server deployment.
See the handout for all HOLs listing
Visit

11. Training: Online
Microsoft CRM - Business Needs and Process Analysis - The Microsoft CRM ITK
1 hour Online Tutorial Level: 100
This tutorial is intended to provide you with a firm understanding of the business Needs and Process Analysis of Microsoft Customer Relationship Management implementations. The objective of this tutorial is not only to establish the complex nature of CRM Implementations and the business barriers that CRM projects must overcome – it is also aimed at exploring the Microsoft toolset that will help you to meet those challenges – the Microsoft Implementation Toolkit, otherwise known as the “ITK”.
Visit for the full list of online training

12. Training: Classroom
Subsidised Class – $1400 AUD plus GST (usually $3990).
Next classes:
Course Brisbane Sydney Melbourne
Microsoft CRM Installation
and Configuration 21-23/3 9-11/ /1
Microsoft CRM Applications
Professional 4-5/ /2 31/1&1/2
Microsoft CRM Customisation 6-7/ /2 2-3/2
For further information regarding this offer, please visit
Exam offer for CRM CSA

13. Training: E-Courses
Microsoft CRM Applications Standard Edition eCourse—$400 US pp
Microsoft CRM Installation and Configuration eCourse—$400 US pp
Microsoft CRM Customization eCourse—$400 US pp
Microsoft CRM Customer Service Pro. eCourse—$299 US pp
Microsoft CRM Sales Professional eCourse—$299 US pp
Microsoft CRM Mobile Technical Training eCourse—$199 US pp
Microsoft CRM Mobile User Training eCourse—$199 US pp
Available

14. Microsoft CRM: Next Steps
Microsoft CRM Certified Software Advisor?
2 people complete 3 exams total=additional rebates on MS CRM license sales
Complete training
Install Microsoft CRM internally
Promote Microsoft CRM to SBS Premium Edition customers

15. Microsoft Retail Management System Software Designed For The Independent Retailer
A comprehensive retail solution for small and midmarket retailers
Enables them to streamline their business operations and reduce their POS and operations costs:
POS transactions
Chain-wide pricing, purchasing & inventory control
Customer service
Accurate & powerful reports
Accounting integration
MYOB, Quicken, Great Plains, Navision
Expand to multi-store operations
View & analyse data across business or store-by-store
Set and monitor policies and procedures for every store
Store Operations
Headquarters

16. A Great Partner Opportunity Get Started Today…
About a quarter of Australian small businesses are retailers
Factors to consider in selling RMS
POS Automation is a specialised competency
Retailers are particularly challenging
Support requirements
Cash flow constraints
Partner with our Australian Distributor: POS Partners
Start Fast: Subsidised training through Dec ‘04
Ph:
Visit our website for more info:

17. 3 things to take away…