Microsoft Dynamics® CRM Training
Microsoft Dynamics CRM for Sales
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Welcome to Microsoft Dynamics CRM for Sales. This video will explain how Microsoft Dynamics CRM can help and improve your business's sales capabilities.
One of the best tools for monitoring your sales progress and process is the dashboard feature in CRM. Dashboards can be customized to show you the information that you need to see, right when you log in in the morning. For more information on dashboards, and on how xRM can jumpstart your ROI by configuring dashboards for you, please watch the video, "A QuickStart Dashboard for Your Business," available on the Success Portal.
This video will demonstrate how to make practical use of your dashboard in the sales process, and will also go through the four main areas of CRM that you deal with when making a sale: Accounts, Contacts, Leads, and Opportunities.
This Sales Activity Dashboard consists of six components, each of which pulls data from a different area in CRM to display on one screen. Since it's set as my default dashboard, this is the screen that opens immediately when I log in to CRM, saving time on navigation and eliminating me having to sift through irrelevant information. This dashboard has been set up with the following components, but, again, dashboards can be created and customized according to whatever information is most important to you and your sales process:
1. Sales Pipeline: My Open Opportunities
This shows potential sales that I am responsible for, sorted by estimated revenue and stage of the sales process. The stages are 1 - Qualify, 2 - Develop, 3 - Propose, and 4 - Close (Active).
2. Leads by Purchase Timeframe and Rating: Open Leads
This represents all open leads in the system, so not just my open leads; it shows people who are intending to purchase immediately, this quarter, next quarter, or next year, and they're color-coded depending on the likelihood of their purchase, be it Cold, Warm, or Hot.
3. Goal Progress (Money): My Goals for This Period
This shows my personal sales goals for this quarter, how much I should have sold by today's date to be on track toward my goal, the dollar amount of sales that are in progress, and the dollar amount of actual completed sales. You may notice this part of the chart has a dropdown menu; you can set each chart to have multiple views, depending on what you want to see. For example, I could toggle this to Percentage Achieved, and I'll see that by today's date, I should be 75 percent of the way to my goal, but if I hover over the bar, I see that I'm only 62 percent of the way to my goal, so I'm a little behind.
4. Leads by Source: My Open Leads
This represents the number of leads I currently have from each source. You can see here that I have leads from a variety of sources; this view can help me see which sources are generating the most leads.
5. Top Opportunities: My Open Opportunities
This shows my top open opportunities and their estimated revenue.
6. Activities: My Activities
This displays the activities that I'm responsible for. CRM Activities can even synchronize with Outlook, pulling in tasks, phone calls, appointments, and emails. This list-based dashboard component gives me a lot of information without having to click at all; it shows what I have to take care of, when I should start, when they're due, what their priority is, and what the context is.
For any dashboard component, you can open it up in a separate window to dive in deeper and get more information; for now, though, we're going to walk through how to nurture a lead through the sales process.
First, let's go over the four main areas in CRM that you deal with when making a sale - I mentioned these earlier.
Companies or organizations that you interact with in any way.
People, who can be related to accounts; contacts usually are employees of a company or account that may be making a purchase or has made a purchase already.
Very basic information; contains things like a person or company's name, potential revenue, where the lead came from, and a lead scoring metric, which shows that something could lead to a sale, but isn't far enough along that it should be considered an account, contact, or opportunity - it's the first stage of the sales process.
What leads become once they're qualified - the second stage in the sales process. Accounts and contacts are also often created when a lead is qualified.
Alright, so let's get started. We'll start in the dashboard we were just looking at.
In the Leads by Purchase Timeframe and Rating component of my dashboard, I see that there is a hot lead looking to purchase immediately; it doesn't give much info, but if I click the chart icon for this component, it will open the component in a new window, with both list-based and chart-based information, which adds a bit of detail. I still can't see which lead is which, but all I have to do is click on that portion of the chart to see details of the lead that's driving it. After clicking, though, it filters the list so I see that Anna Lidman, who has some interest in our products, is looking to make that immediate purchase. I'll click on her name to open the lead.
The form that opens is completely customizable, but for today we'll work with the default form that CRM creates. With customization, however, you can set it up to show the information that you need it to, changing columns, order, which sections, subgrids, and tabs are displayed and more. Along the top is the business process flow - check out the one-minute Business Process Flows video, available on the Success Portal, to learn what this does for you. In short, it shows you in a glance where you are in the sales process. This business process flow, or sales process, is the same thing driving the Sales Pipeline component of the Sales Dashboard we looked at earlier. Since this is still a lead, though, it isn't contributing to the pipeline yet - once it's qualified as an opportunity, it will be. The business process flow shows which steps have been completed and which ones still need to be. If I see here that all that's missing to qualify this lead is identifying decision makers, and I talk to the CEO of the company, find out who the decision makers are, and get that contact information, I'm ready to mark this step as complete. I should also make sure than any activities listed that detail information I need or steps I should take before qualifying are completed, and click Complete for each one once I've done it. When everything within the Develop section is completed, I can qualify the record.
Click Qualify along the top of the screen. This will trigger three things to happen: the lead record will be closed and converted into an opportunity record, the company associated with the lead will become an account, and the individual associated with the lead will become a contact.
You'll stay on the same screen, however, since it's still the same sales process, even though it's a different record in the system. If I click to open up the account, you'll see that even though this is a new record in the system, the history of interactions I've had with the company is still there. Qualifying a record does not cause you to lose this information, it simply moves it into the new records that are created.
Click Back to return to the Opportunity record. You can see any stakeholders who have been identified, take a look at the Sales team, and review or add Product line items.
The next thing that's important to do is estimate the revenue that this sale could bring in. Whether you have a formula to calculate this, or calculate it based simply on the products the account has expressed interest in, you will want to input that information. To do so, either choose User Provided or System Calculated. If you choose User Provided, you can enter the estimated revenue and change it freely; if you choose system calculated, it will be calculated and locked based on the products listed and their prices.
Before adding product line items, you need to choose the price list to work from. The price lists here will be ones you've created, they do not come out of the box. After choosing the price list, click the plus icon to add a line item; you can either choose from existing products or write in product line items, the price per unit, the quantity desired, and any discounts you've offered. For now, we won't put in a discount. The estimated revenue will be calculated in the top right corner of the screen.
Click the plus sign for Quotes to issue a new quote. You'll want to input effective dates, addresses, and whatever other information you want to be included in the quote, then you can either print quote for customer to create a word document with the quote, or you can click the ellipses and choose run report to be able to save the quote as a PDF. After you send the quote, you'll click Activate Quote, and you'll be unable to edit anything in the quote while it is active; this is because you don't want to change the quote while the customer is considering it. To edit, for example if the customer requests a discount and you want to create a new quote with that discount, you can click Revise, add the discount, and send and activate the quote again. The history of each quote you've sent will appear in the Quotes list, so you can see all the different versions you've been working with even after you've closed it and moved on to a new quote.
When the customer accepts a quote, click Create Order to indicate that the quote was won and the opportunity should be closed. Click OK when finished. After the products have been delivered, click Fulfill Order and indicate that the order is complete; if you don't do this step, you will have an outstanding order.
This is a basic rundown of taking a lead through the entire process, but remember that you can customize every step of this process.
Note that you can also go back to the Opportunity record at any time by clicking on it along the right side of the page; from here, you can do everything you were doing on the other page here as well. If you manage quotes and orders in another system, for example, you can come into CRM and indicate that each step is finished directly in the Opportunity record.
If I go back to my dashboard now, I can see that the lead is no longer showing up here, and the won opportunity has actually caused me to meet my quarterly goal.
Thanks for watching this video by xRM.