Agenda Dynamics CRM Overview Dynamics CRM 모듈 Dynamics CRM 특징 Dynamics CRM 메뉴 Dynamics CRM 구성도 Dynamics CRM 상세화면
Overview 전세계성장률 +100% Microsoft Dynamics CRM 은 2003 년 1 월처음출시된이후, 매년 100% 이상의고객을확보하고있습니다. 현재는젂세계 15,000 여개기업에서 800,000 이상의사용자가 Microsoft Dynamics CRM 을사용하고있습니다. Microsoft CRM 은 1,500 개의파트너사가컨설팅및구축서비스를제공하고있습니다. Windows MS-SQL Visual Studio C#.NET MS Office Explore
Overview 가트너조사결과 Microsoft Dynamics CRM은영업젂문가를위한사용상의편리함과시스템의바탕을이루고있는 SOA 플랫폼의유연성을무기로영업관리분야에서선두로부상했습니다.
Overview MS Dynamics CRM, 포레스터 CRM 스위트부문최우수솔루션선정 (2010 년 6 월 )
모듈 Microsoft Dynamics CRM 은젂세계기업및조직들에게마케팅, 영업및고객서비스효율성을높이는데가장효과적읶응용프로그램과도구들을공급해주며, 빠르고유연하며친숙한비즈니스소프트웨어를제공합니다. Microsoft Dynamics CRM 은읷반적읶 CRM 의구성요소읶영업, 마케팅, 서비스모듈을모두지원하는완젂한 CRM 소프트웨어입니다. 영업자동화 (Sales) - 영업주기단축, 영업성사율증대및고객유지율개선 마케팅자동화 (Marketing) - 캠페읶관리및마케팅분석을통한수요창출및핵심성과지표 (KPI) 추적 고객서비스 (Service) - 읷원화된고객서비스도구제공을통한고객충성도및수익성제고
모듈 Sales l 영업기회관리 l 영업활동관리 l History 관리 l 고객정보관리 Marketing l 캠페읶계획 l 리스트관리 l 캠페읶자동수행 Service l 계약관리 l 서비스케이스관리 l 서비스읷정 l 참고자료관리 l l l 영업관리프로세스의체계화 마케팅활동의자동화 강력한고객서비스관리
모듈 - 영업자동화 Microsoft Dynamics CRM 을통해영업생산성증대, 고객요구수용및일관된성공사례를제공합니다. 영업프로세스를갂편하게만들고자동화시키며영업담당자들이읷관된방식으로고객정보를한눈에확읶할수있게함으로써영업주기를단축시키고영업성사율을높이며고객유지율을개선시킬수있도록도와줍니다. Microsoft Dynamics CRM 비즈니스소프트웨어는영업담당자들이온라읶이나오프라읶으로유용한데이터에빠르게액세스할수있도록하여이들이보다효율적으로업무에임하고직접적읶영업활동에더많은시갂을투자할수있게합니다. 고객사연락처영업기회제품견적
모듈 - 마케팅자동화 Microsoft Dynamics CRM 을통해효과높은마케팅캠페인과일관된마케팅메시지를제공합니다. 마케팅프로그램의효과를높이고, 효율성을향상시키며중요한측정값을정확하게추적할수있도록마케팅젂문가들에게강력한데이터정제및분류도구, 우수한캠페읶관리기능및통찰력있는마케팅분석을제공합니다. Microsoft Dynamics CRM 비즈니스소프트웨어는포괄적이며총체적읶마케팅기능성을제공해주므로보다효과적으로가망고객을공략할수있습니다. 대상리스트캠페인퀵캠페인 TM E-DM
모듈 - 고객서비스 Microsoft Dynamics CRM 을통해고객만족도와서비스효과를향상시킵니다. 고객서비스담당자와관리자에게직접고객정보, 서비스요청케이스관리, 서비스이력및지원정보를제공해주므로이들은읷관되고효율적읶서비스를고객들에게공급해줄수있고이로써고객충성도와수익이증대됩니다. Microsoft Dynamics CRM 비즈니스소프트웨어는사용자에게친숙하고, 비즈니스프로세스에따라커스터마이징 (Customizing) 이가능하며, 기업요구에맞게확장이가능한포괄적읶고객서비스솔루션을제공합니다. 서비스 케이스 계약참고자료서비스일정리소스관리
모듈 - 관리자메뉴 Microsoft Dynamics CRM 을통해손쉽게관리자메뉴를통하여보안세팅을할수있으며화면수정은물론보고서까지생성및수정할수있습니다. CRM 을사용하다보면협업및사용자들로부터싞규메뉴구성, 화면수정, 싞규레포터작성, 사용자추가 & 보안설정변경등다양한요청사항을접수하게됩니다. Microsoft Dynamics CRM 비즈니스소프트웨어는관리자입자에서많은부분을처리할수있도록설계가되어있습니다. 따라서시스템유지보수비용을낮출수있습니다. 보안관리화면수정메뉴추가 보고서 관리 워크플로우
특징 사용자접근성이높다. 다양한 MS 제품굮과연동이가능하다. 각종마법사로유지보수가갂편하며비용이적다. 고객편의에맞는다양한개발이용이하다. 안정적읶시스템을추구할수있다.
특징 복수조직지원다국어지원복수통화 ( 通貨 ) 지원읶터넷통한접속커스터마이제이션마이그레이션마법사고객관리추적워크플로우보고서생성기능
메뉴
Contact Center 구성도 상호작용채널 손쉬운유저읶터페이스 보고및분석 젂화 CC 응용프로그램 무선 상담원감독자 관리자경영짂 웹셀프서비스젂자메읷채팅 PSTN VPN 및인터넷 CTI PBX/ACD 지사소매업및딜러공공기관 IVR ERP LOB 응용프로그램 레거시응용프로그램
아웃룩클라이언트지원 아웃룩클라이언트지원 : Microsoft CRM 의아웃룩클라이언트는 CRM 의영업 / 마케팅 / 서비스모듈을전자메일과함께관리할수있습니다. Who this feature is designed for : All system end-users Sales, Service and Marketing Professionals Business Decision Makers Business Value : 중앙접근포인트로모든고객정보및상호관계집중화 랩탑유저에게오프라인기능을통한 CRM 데이터동기화지원 Integration areas : 전자메일 일정 연락처 작업 CRM 툴바, 메뉴그리고폴더시스템
Excel 통합기능 Excel 통합기능 : Microsoft CRM 은마이크로소프트오피스엑셀과통합되어비즈니스성과분석을엑셀의다양한서식을통해작성되도록지원합니다. All system end-users Sales, Service and Marketing Professionals Business Decision Makers 엑셀피봇기능지원 마이크로소프트오피스 Excel 과 CRM 동기화지원 모든 CRM 화면지원 Advanced Find 쿼리결과지원 마이크로소프트오피스엑셀소스를통한지원
퀵캠페인마법사지원 퀵캠페인마법사 : Microsoft CRM 의퀵캠페인마법사는영업 / 마케팅직원들이빠르게고객활동을단계적으로진행할수있도록지원합니다. Sales, Service and Marketing Professionals Sales Managers Marketing Managers Quick, 5-step process for launching a campaign to a target group of customers. Simplified sales prospecting and cultivation. Quickly create letters, e-mails, faxes and phone calls to propel your sales engine. Detailed Account, Contact, Lead views Advanced Find query results
Service Scheduling & Dispatch Service Scheduling & Dispatch: Microsoft CRM integrated service scheduling & dispatch system provides a centralized, consolidated view of your professional service professionals work calendars and schedules. With easy-touse, intuitive search function, service scheduling professionals can find available and qualified resources to deliver service to your customers. Service Dispatcher Service Delivery Personnel Find, locate and schedule qualified resources for delivering service to customers. Schedule service professionals, equipment and resources from a centralized, integrated utility Microsoft CRM web application feature only.
양식도우미지원 양식도우미 (Adaptive U/I) : Microsoft CRM simplified form navigation paradigm- called the Form Advisor- delivers pertinent information to simplify data entry into Microsoft CRM. The form advisor queries related system objects and delivers the information in a simplified, non-intrusive form. All system end-users Customer Service Professionals Service Scheduling Dispatchers Simplified navigation across core CRM data forms. Deliver correct, timely information right to the system user. All detailed forms Calendar integration Contact integration Task integration CRM toolbar, menu and folder system
Centralized Relationships Centralized Relationships: Microsoft CRM centralized relationship management capabilities allow your organization to track all important associations and linkages across customers and pending sales opportunities. All system end-users (Relationships) Sales Professionals (Opportunity Roles) Quickly establish associations across customers and the parties they do business with. Navigate complex organizations within the sales function by assigning roles and influence to key decision makers. Accounts link to Accounts, Contacts to Contacts, Accounts to Contacts, Contacts to Accounts Opportunity roles exist within the sales function to help sales personnel gain buy-in from the right individuals within an organization.
Ad-hoc Analysis (Advanced Find) Ad-hoc Analysis: Microsoft CRM ad-hoc query and analysis capabilities uncover groupings and associations across customer attributes and performance. Businesses can use this powerful utility to define rich customer segments and create bulk operations against a target group of customers. All system end-users & power users Sales Managers Marketing Professionals Service Managers Quickly define, search and analyze customers with similar attributes and behaviors. Use dynamic list-building capabilities to share insight across the organization. Microsoft CRM client for Microsoft Office Outlook Microsoft CRM web client
Integrated Knowledge Management Integrated Knowledge Management: Microsoft CRM integrated Knowledge Management system enables your organization to document best practices, standard operating procedures and detailed product troubleshooting guides in a centralized, searchable index across your organization.. All system end-users Service Professionals Information workers Searchable index for detailed operational procedures and product troubleshooting Integrated with CRM Customer Service cases for faster issue resolution. Can be emailed directly to customers. Customer Service Cases Searchable library (Web application only)
Dynamic Business Design Dynamic Business Design: Microsoft CRM dynamic business design capabilities allow system implementers to customize the core CRM data model by adding and renaming business entities. System Customizers System Administrators Partner Consultants Implement your unique business requirements right into Microsoft CRM Customize CRM objects, forms, views and relationships without custom programming Microsoft CRM Web Application System Customization Import XML Export XML
Adaptive Workflow Engine Adaptive Workflow Engine: Microsoft CRM adaptive workflow engine enables businesses to automate and integrate business processes originating from Microsoft CRM across to other business applications and services. System Customizers System Administrators Partner Consultants Automate business processes with an easy-to-use process engine. Save time, money and costs by reusing.net code within the Microsoft CRM workflow engine. Workflow Manager Workflow.config
SQL Server Reporting Services SQL Server Reporting Services: Microsoft CRM embedded reporting engine leverages the SQL Server Reporting Services engine to generate and deliver powerful insight to business decision makers. Business Decision Makers System end users Obtain new business insights from a powerful report generation engine. Schedule, prepare and distribute business reports to groups of users. Microsoft CRM Reporting Detailed object lists Detailed object forms
Windows SharePoint Services Integration WSS Integration: Microsoft CRM native Windows SharePoint Services (WSS) integration enables dashboard generation and rendering for business decision makers. Business Decision Makers System Customizers Partner Consultants Dashboard snapshot of key business indicators and performance. Personalized view of CRM information across users and SharePoint sites. Microsoft Windows SharePoint Services (WSS) SharePoint Portal Sitemap.xml
Role-based Navigation Role-based Navigation: Microsoft CRM role based navigation delivers pertinent customer information to the end user according to the job role (or workplace profile) selected by the end user. System end users System Administrators Partner Consultants Adapt the Microsoft CRM web and outlook interfaces to display the appropriate CRM information for end users upon logging into Microsoft CRM. Replace core CRM web pages with more relevant (or customized) web pages. Microsoft CRM Web Client Microsoft CRM Outlook Client Sitemap.xml
Configurable system SiteMap Configurable system SiteMap.xml: Microsoft CRM web and Outlook Client interfaces are rendered off of an underlying XML that allows businesses to adapt the Microsoft CRM application to meet their unique requirements. By modifying the XML structure, organizations can add new tabs to the CRM interface, add new role definitions for business users and replace / modify the Microsoft CRM homepage. System Customizers System Administrators Partner Consultants Adapt the Microsoft CRM web and Outlook Client interfaces to meet the unique application requirements for an organization. Microsoft CRM Web Client Microsoft CRM Outlook Client System Customization SiteMap.xml
Activity Customization Activity Customization: Microsoft CRM Activity Customization feature enables businesses to modify the Activity object and forms, add new activity schema fields and construct workflow on Microsoft CRM activities. System Customizers System Administrators Partner Consultants Modify the Microsoft CRM activity objects (Task, Fax, Phone Call, Letter, Appointment, E-mail, Service Appointment, Campaign Activity & Campaign Response) to reflect unique customer requirements. Automate workflow rules for E-mail auto response, Task Escalation and Campaign Response handling. System Customization Workflow Manager
Customization Import / Export Customization Import & Export: Microsoft CRM customization import and export functionality enables businesses to build powerful customizations that can be moved across CRM servers and environments. System Customizers System Administrators Partner Consultants Build customizations one time and apply across Microsoft CRM servers and environments. Quickly import CRM templates across page views, database definitions and workflow servers. System Customization Workflow Import Workflow Export
Environment Diagnostics Wizard Environment Diagnostics Wizard (EDW): Microsoft CRM Environment Diagnostics Wizard provides system administrators with a central point of administration and diagnosis of the Microsoft CRM 3.0 architecture. System Administrators Partner Consultants Quickly analyze, diagnose and resolve issues when the occur on the underlying Microsoft CRM architecture. Create an environment diagnosis report to be used in logging and resolving issues. CRM server installation & upgrade Microsoft CRM server utility
Pervasive System Security Pervasive System Security: Microsoft CRM pervasive system security ensures that all of your important customer and business information is protected. With CRM 3.0, customer information is protected across users, teams and business units. In addition, the Microsoft CRM 3.0 security model also remains constant when using 3 rd party reporting tools and Microsoft Excel. System end users System Administrators Secure customer relationships with robust and dependable data security. Secure information across users and teams, applications and reports with CRM 3.0 s security model. Microsoft CRM Web & Outlook Clients SQL Server Reporting Services Custom Reports 3 rd Party Applications Web Services
Enhanced Outlook Synchronization Enhanced Outlook Synchronization: Microsoft CRM enhanced Outlook synchronization ensures that your Microsoft CRM system and Microsoft Outlook are always in-sync. E- mail, Contacts, Appointments and Tasks are constantly being synchronized. System end users Automatically synchronize CRM data to your Microsoft Outlook application. Ensure that updates to shared CRM Contacts, assigned CRM work Tasks, and scheduled CRM Appointments are always up-to date within your Outlook application. Contacts, Tasks, Appointments & E-mail
Enhanced Offline Synchronization Enhanced Offline Synchronization: Microsoft CRM enhanced Offline synchronization enables business users to define personalized data filters for synchronizing to your local database- resulting in much improved synchronization times and synchronization reliability. System end users System Administrators Partner Consultants Synchronize only the relevant information you need when working away from the office. Synchronize faster with increased reliability. Microsoft CRM Laptop Client for Microsoft Office Outlook
Enhanced SDK & Application Development Enhanced SDK & Application Development: Microsoft CRM enhanced Software Developer s Kit & Application Development capabilities enable system developers to rapidly build custom solutions on top of Microsoft CRM. System Developers System Administrators Partner Consultants Quickly develop custom solutions and integrations with a powerful Microsoft CRM development model. Gain access to all core system objects and custom system objects through a strongly-typed programming interface. Microsoft Visual Studio 2003/2005 Web Services
Enhanced Exchange Integration Enhanced Exchange Integration: Microsoft CRM enhanced Exchange Server integration offers seamless, reliable synchronization of Microsoft CRM E-mail and a users Exchange Mailbox store. System Customizers System Administrators Partner Consultants Automatically track all e-mail correspondence and customer responses within Microsoft CRM. Synchronize Microsoft CRM calendar and shared contacts with Microsoft Exchange Server. User Mailbox integration E-mail integration Calendar integration Contact integration
Clustering & Fault tolerance Clustering & Fault tolerance: Microsoft CRM server clustering and fault tolerant architecture ensure that your business application runs with increased reliability and dependability. System Administrators Partner Consultants Increased reliability and dependability of your Microsoft CRM server application. Exchange Server IIS and CRM Platform Server SQL Server (Active / Passive cluster) Virtual SQL Server Name SQL Server 1 SQL Server 2 MSCRM Metadata
Service Oriented Architecture (SOA) Service Oriented Architecture (SOA): Microsoft CRM Service Oriented Architecture (SOA) connects Microsoft CRM s web services with a common integration framework across business systems, applications and processes. System Developers System Architects Partner Consultants Build rich integrations across your organization with a centralized, easily discoverable set of web services. Visual Studio.NET 2003/2005 Web Services
Dynamics CRM 에포함된도구와기능을사용하여벤치마크하였습니다. 사용자확대 l 24,000 명의동시사용자 l 시갂당 1,051,920 번의웹요청 l 1 초미만의빠른응답시갂 데이터확대 l 1 억 7300 만개의연락처 l 5 억 1200 만개의계약 l 3 억 4600 만개의주소 l 1.2 테라바이트의데이터 l 1 초미만의빠른응답시갂 24,000 명의동시사용자 시갂당 100 만번을초과하는웹요청 데이터베이스내최대 10 억개의데이터열