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Microsoft Dynamics CRM
Jeanett Heller
Product Marketing Manager, Dynamics
Microsoft Danmark
Connecting to the New Customer
Three areas comprise an Integrated Marketing
Management Solution:
MRM
MCM
CRM
• Marketing Resource Management
(MRM)
• Multi-Channel Campaign Management
(MCM)
• Customer Relationship Management
(CRM)
All three areas constitute an IMM solution, and are all
important as they constitute the entire end-to-end
process of uniting people, process and tools across the
entire Marketing ecosystem and driving Demand and
top line growth. Closing the loop with CRM Sales and
Service to increase ROMI is key.
EFFECTIVE
MARKETING MGMT
Resource, budget
management
Workflow &
collaboration
Digital asset
management
MULTI-CHANNEL
ENGAGEMENT
DATA DRIVEN,
CUSTOMER FOCUSED
Campaign, lead
management
Customer
segmentation
Advertising &
social media
Marketing
analytics
CRM Integration
& closed loop ROI
Behavioral
analysis
EXTERNAL
CHANNELS
PLAN
Digital Asset
Management
EFFECTIVE
MARKETING
MANAGEMENT
Workflow &
Collaboration
Resource Management
EXECUTE
MULTICHANNEL
ENGAGEMENT
CRM Integration
& Closed Loop ROI
Advertising &
Social Media
MediaBuying & Planning
Campaign Management
NURTURE
& MEASURE
Behavioral
Analysis
DATA DRIVEN,
CUSTOMER
FOCUSED
Customer
Segmentation
Spend Management
INTEGRATED MARKETING MANAGEMENT
Revenue
Acquire
Social
Retain
Phone
Email
Grow
Chat
Web
Communities
Partner
Marketing performance
management
Install base Management
Sales planning & Management
Multi-channel campaigns
Multi-channel service
Sales prospecting & collaboration
Quotes, order & pricing
Management
Opportunity Management
CUSTOMER
EXPERIENCE
Transactional
profile
Digital asset management
SERVICE
Revenue Performance
MARKETING
SALES
CUSTOMER
ENGAGEMENT
Knowledge management
Resource management
Contact center Management
Brand management
Case management
Networked
Influence
Implied behavioral
patterns
Loyalty &
affinity
Tablet
Cloud
Desktop
Phone
On-Premises
Why MarketingPilot and Dynamics CRM
Insightful
Real-time data and
behavioral analysis
Productive &
Collaborative
Share information,
foster creativity and
automate processes
MultiChannel
Execute and monitor
campaigns across
channels
Connected
Closed loop
marketing and CRM
Marketing
Resource
Management
Marketing
Segmentation
Marketing
Automation
Sales
Enablement
Marketing
Analytics
Strategy &
Planning
Digital Asset
Management
Budget
Management
Marketing
segmentation
CRM Database
Multi-Channel
Campaigns
Advertising &
social media
Email
Marketing
Lead
Management
Landing
Pages
CRM
Integration
Marketing
analytics
Behavior
Tracking
Reports &
Dashboards
Project
Management
Vendor
Management
Demographics
Campaign
Automation
Event
Management
MarketingPilot
MCM
Content
MRM
CRM
Competition offers solutions
•
for IMM including MRM and/or MCM or
•
offer CRM suites without rich Marketing capabilities
But only Microsoft offers a solution that includes rich IMM
capabilities integrated to a comprehensive CRM solution
- all offered as an Online Service
Coming soon, stay tuned