solutions from IBM
Power your productivity
Highlights
● Win more deals by spending more time on selling and less time on administrative tasks
● Increase customer loyalty by providing compelling customer service experiences
● Maximize marketing ROI with tools and capabilities that improve marketing effectiveness
● Gain from the expertise of IBM—a leader in CRM services
How well does your current customer relationship management system keep you informed about your customers? The right tools are critical to helping your people enrich each customer’s experience, generating increased loyalty and demand. They can also empower your company to manage costs more effectively and improve products and services. With Microsoft Dynamics CRM and IBM services, you can easily create and maintain a clear view of your customers from first contact through purchase and post-sales—all while working within the familiar Microsoft technology stack.
A leader in CRM and Microsoft Dynamics
When you are planning something as significant as a business- wide customer relationship management (CRM) implementa- tion, you need a partner with a proven track record. As one of the world’s largest CRM business consulting services organizations, our solution delivery experience is substantial.
At IBM, we have helped companies all over the world transform their businesses. We have experience working with a range of clients, from multinationals to corner stores, from manufac- turing to finance—and as a result, we understand what makes you different.
We work with the vendors of leading business applications, bringing our own expertise in implementation and delivery.
Unlike smaller regional systems integrators who often find it difficult to manage complex or global projects and struggle with scalability, IBM has the expertise, global presence and scale to help your business grow. Our offerings include application package selection, strategy, change management, implementation and application management services. Because we can add infra- structure services and hardware to the mix, our approach is unique in the market. Add in IBM Global Financing, and an IBM solution can become a truly one-stop shop—a great way of minimizing the difficulty and risk inherent in implementing something as complex as a new CRM system.
What is your CRM strategy?
Do you really know your customers? Can you anticipate their changing needs? How well does your current CRM system keep you informed about them? Does it tell you how they prefer to interact with you or when their preferences change? Does it help you anticipate their shifting needs? More importantly, does your CRM system help you build loyalty, making customers advocates for your brand—or will your customers easily move to a competitor? By learning more about their behaviors, you can develop stronger relationships and increase loyalty.
While good CRM is crucial for today’s businesses, it can be surprisingly difficult to achieve. Many CRM solutions do not provide the technical capabilities needed to establish these important connections. Often, they lack flexibility and don’t let you change quickly to adapt to business shifts. Or the CRM application is cumbersome and unfamiliar to use, impacting user adoption.
Do more than just manage your customers
he right CRM tools can give your people the ability to mprove communication, increase their personal impact and
ork more securely across organizational boundaries. Combined ith broadly integrated analytics to improve customer under- tanding and deepen the customer relationship, these tools an help your people enrich each customer’s experience,
elping to generate increased loyalty and demand. They can lso help your company manage costs more effectively, improve our products and services, and effectively manage the customer ife cycle—from marketing to sales to service.
elivering a world-class customer experience begins with our people. When you give them the right tools to boost heir productivity and amplify their impact on each customer elationship, you equip your entire organization for success.
nd that is exactly what Microsoft Dynamics CRM business oftware implemented by IBM is designed to do.
T i w w s c h a y l
D y t r A s
Microsoft Dynamics CRM
Microsoft Dynamics CRM is a comprehensive solution for midsize and larger organizations that is designed to help you easily create and maintain a 360° view of your customers from first contact through purchase and post sales. With tools to enhance your company’s sales, marketing and customer service processes—along with native Microsoft Outlook integration—
Microsoft Dynamics CRM can deliver a fast, flexible and afford- able solution. While the highly intuitive interface and embedded Microsoft Office capabilities improve productivity, the advanced business intelligence, predictive analytics and data visualization capabilities help shorten sales cycles, enhance customer service and achieve real-time insight to make faster decisions.
Microsoft Dynamics CRM is highly flexible so you can config- ure and reconfigure the application at the business analyst level.
It also is easy to manage, with features that make it simple for IT administrators to deploy and manage the application, and able to scale flexibly and efficiently across local or global enter- prise deployments. There are three primary solutions within the application suite that address the needs of the marketing, sales and customer service areas of your business.
Marketing
Microsoft Dynamics CRM can help marketing teams drive new business opportunities. It can provide a single system to simplify sales prospecting and cultivation, accelerate product launches, and improve campaign execution. Our solutions make it easier to share market intelligence, create consistent messaging across the enterprise, and capture and manage structured and unstructured customer data within a single system, for a complete view of prospects and customers. And it can help manage marketing costs with improved customer targeting, streamlined content development, and increased field and partner effectiveness.
Sales
An integrated, easy-to-use CRM and collaboration solution such as Microsoft Dynamics CRM can help your sales staff improve their success rates. It can accelerate the sales pipeline with more qualified sales leads; track important associations across partners, customers, and pending sales opportunities; enable distributed team selling; make it easier to create high-impact sales proposals;
and free up more time to focus on selling. This integrated solution can also automate and improve the accuracy of sales forecasting through dashboard views of key sales metrics and snapshots of critical business indicators. Such automation of routine tasks reduces the cost of sales, increases your sales force’s productivity, and reduces training and travel costs.
Customer service
Microsoft Dynamics CRM delivers a single view of each cus- tomer, coupled with integrated, easy-to-use collaboration tools, and can help your staff deliver more responsive service, improve knowledge sharing, and provide proactive customer support.
Our integrated solutions help businesses retain customers, enable a higher level of customer service, give customers a single point of contact regardless of the communication channel, and help reduce costs through efficient scheduling and dispatching.
These solutions help further contain service costs by improving contact center productivity, reducing issue resolution time, and enabling service delivery through web and mobile services.
When customer-facing teams are able to identify, collaborate on and resolve critical customer issues, your organization is in a better position to increase customer satisfaction, loyalty and retention.
Winning with customers requires deep customer insight.
IBM® Global Business Services® covers the gamut of CRM transformation capabilities across sales, marketing and service, and can help you design a CRM solution that meets your unique requirements.
The top reasons organizations choose Microsoft Dynamics CRM
Value: When considering costs—including licensing, services, training, deployment, administration and maintenance—
customers, press and industry analysts regard Microsoft Dynamics CRM as one of the best values in the industry.
Productivity: Microsoft Dynamics CRM helps increase produc- tivity and create a connected organization that is equipped to please your customers. The result is a compelling and engaging experience for customers that sets your business apart.
Familiarity: Microsoft Dynamics CRM provides you with a powerful set of CRM capabilities within the familiar Microsoft Outlook application. The application works seamlessly with
Microsoft Outlook and Microsoft Office productivity tools so your CRM professionals do not have to learn new applications and can be instantly productive.
Business insights: Microsoft Dynamics CRM provides users with a multitude of business intelligence and data visualization capabilities that they can use to instantly get accurate, up-to-date information—including sales forecasts, targets, quotas, customer buying patterns and promotions—to drive sales growth.
Global availability: With Microsoft Dynamics CRM, you can provide your teams around the world with integrated, yet localized tools, to help them to communicate, collaborate and drive global results.
Innovation: Microsoft Dynamics CRM is recognized for category-leading capabilities by industry analysts Gartner1 and Forrester.2
Extended CRM: In addition to their relationship with cus- tomers, organizations need to manage and maximize other criti- cal relationships—with partners, suppliers and contractors, to name a few. Microsoft Dynamics CRM can be easily customized to support these extended CRM scenarios at no additional fee.
A one-stop-shop partner for cost- effective CRM
With our deep domain consulting expertise and project management skills, IBM is the ideal implementation partner for Microsoft Dynamics CRM. After working with many hundreds of companies across the world, both large and small, we under- stand CRM. In fact, IBM is one of the largest CRM consulting practices in the world. Year after year, IBM is identified as a leading player by analyst groups including Gartner who has ranked IBM in the CRM “Leaders” quadrant for the past nine consecutive years.3
Our long-standing relationship with Microsoft has resulted in an extensive Microsoft consulting practice, making us one of their largest global partners. We have been a member of the Microsoft Certified Partner program since 1995 and have several thousand dedicated Microsoft Certified consultants and technol- ogy professionals. All of this makes IBM the perfect partner to help you implement a Microsoft Dynamics CRM solution that can help your organization grow and be more profitable—year after year.
IBM also offers:
● Application package selection services to accelerate the selection process through proven methodologies, templates and benchmark data that provide an objective approach to evaluating vendors’ offerings.
● Microsoft enterprise architecture services to help you assess your Microsoft architecture, understand how applications can be integrated, and leverage new techniques in architecture development to simplify, streamline and optimize your Microsoft environment.
● Business intelligence strategy, services, related tools and frameworks to enable your organization to make better decisions.
● Custom application development services using Microsoft technologies and proven IBM application development methods, tools, and techniques to provide new business capabilities.
● Microsoft product solutions to design and implement SharePoint, SQL and BizTalk solutions that optimally address your business needs.
● Application management services to manage your Microsoft technology stack. Our application management services include those for Microsoft Dynamics CRM, Microsoft Dynamics AX, Microsoft SharePoint Server, Microsoft Business Intelligence, Microsoft Office Communications Server, Microsoft BizTalk, and custom Microsoft .NET applications.
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of International Business Machines Corporation in the United States, other countries or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or TM), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published.
Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the web at
“Copyright and trademark information” at ibm.com/legal/copytrade.shtml Microsoft, Windows, Windows NT, the Windows logo, .Net Framework, Dynamics, SharePoint and BizTalk are trademarks of Microsoft Corporation in the United States, other countries, or both.
Other company, product or service names may be trademarks or service marks of others.
1Gartner Magic Quadrant for CRM Customer Service Contact Centers, April 2010.
1Gartner Magic Quadrant for Sales Force Automation (SFA), July 2010.
2The Forrester Wave: CRM Suites Customer Service Solutions, July 2010.
2The Forrester Wave™: CRM Suites for Midsized Organizations, June 2010.
2The Forrester Wave™: CRM Suites for Large Organizations, June 2010.
3Gartner Magic Quadrant for CRM Service Providers, Europe, September 2010
3Gartner Magic Quadrant for CRM Service Providers, North America, August 2010
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