Microsoft Dynamics® CRM Training
Sales Module Demonstration
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Sales Module Demonstration
Microsoft Dynamics CRM is the most value-added CRM application in the world today for three key reasons.
- Accessibility - Microsoft CRM is a web application. It is accessible anywhere in the world via Internet Explorer or directly through Microsoft Outlook. The vast majority of business users today leverage Microsoft Outlook for their business productivity tool. One way you can picture Microsoft CRM is as Microsoft Outlook on steroids. Because CRM is built into the Outlook interface at a native level, users have a much easier time getting used to the interface. I'll be going into more depth on Microsoft CRM's Outlook integration in another video.
- Integration - One of the key factors that makes Microsoft CRM such an incredibly powerful tool is its built-in integration with the Microsoft Office stack. Users have the ability to easily export any data within Microsoft CRM into Microsoft Excel. Additionally dynamic pivot tables can be created with a few clicks that enable a user to create role-based reports in Excel that can be distributed to colleagues. Microsoft CRM also boasts built-in integration with Microsoft Office Word, allowing users to perform mail merges with Word to create Quotes and other types of dynamic documentation.
- Power of Choice - Another major component that Microsoft offers is the power of choice. Many CRM vendors offer products that will only work in the cloud. If you are not happy with your data, your option is to start over with another CRM vendor. This can obviously be extremely costly. With Microsoft CRM you can start small in the cloud, paying a monthly per-user subscription. If you are happy with the product you can easily light up more users and you don't have to pay any IT costs. Down the road should you decide you want to have the CRM solution on-premise, Microsoft will send you a backup of your data and you can quickly and painlessly restore your complete solution in-house on your servers. This is the Microsoft power of choice.
Microsoft CRM comes with 5 modules for its users.
- The Workplace is an area where users can access general CRM components such as their dashboards, activities, reports, accounts and contacts.
- The Sales module is an area where salespeople and sales manager can see all of their sales processes and monitor Leads, Opportunities, Quotes, orders, and invoices.
- The Marketing module is used to build marketing lists and to create and execute campaigns.
- The Service module includes areas to monitor and follow up with cases and offers users the ability to schedule services and utilize knowledge base articles to drive support tickets to resolution.
- The Settings module is an area where system administrators or business analysts can go to customize the system.
Microsoft CRM uses a role-based security system so a sales person might only have access to see the workplace and sales module whereas a customer service representative would have access to the service area only. In this video, our focus will be on the Sales module.
Sales Force Automation
Within the Sales module, users are able to access all of the items pertaining to sales.
- The sales process starts with leads. Leads are potential customers that are not yet qualified in your system. Upon qualification of a lead you can convert that lead into an Account, Contact, and Opportunity.
- The Opportunity is a place to build a potential sale. Line items can be easily attached to the Opportunity and amounts can be write-in or pulled from a product catalog. Sales stages can be set up that work in tandem with Microsoft CRM's robust workflow engine to drive activity and close deals.
- Quotes can be generated from the Opportunity that automatically pull in all of the Opportunity details. These Quotes can then be pushed into word via mail merge, can be e-mailed directly to the customer through an e-mail template, or these can even be generated into a highly customizable SSRS report.
- After the Quote has gone out, orders and invoices can be generated from the Opportunity that can be made to integrate with your accounting system to complete the sales cycle.
The sales module also offers some additional features that we will look at briefly.
Upon logging into Microsoft Dynamics CRM via Internet Explorer, you will find a host of features. In the bottom left, we can see each of the modules. These can be enabled or disabled depending on your needs or user role. Down the left hand navigation bar you will find each of the areas accessible to you. Keep in mind that Microsoft CRM drives security based on roles so if you don't have access to see marketing or service information, these areas will not appear on your screen.
If you are used to the Office 2007 or 2010 line of products you will be greeted with a very familiar user interface. The Office ribbon, which boasts contextual actions to whatever you are currently looking at, is built into Microsoft CRM 2011 throughout and makes using CRM a very intuitive process.
As I click through the various areas, you can see that the ribbon updates itself with appropriate actions so if I'm looking at dashboards, I see dashboard related actions, if I'm looking at an account or contact, I will see actions that relate to those types of objects. This makes the product feel much more robust than a typical web application.
I'm going to give a quick overview of accounts and then we will jump into the Sales module.
Note: The video shows records created for the purpose of the demonstration but you can follow along using the Microsoft sample records with “(sample)” in their names. Learn how to install the sample data in the First Steps video.
I'm now going to open up the "Basic Company" account form. (Navigate to Workplace > Customers > Accounts and double click any account listed in the view.) Accounts and almost all other record types in Microsoft CRM come with default fields that are typical of most businesses. These fields can be modified or deleted, and new fields can be created with ease by a business analyst or power user who has appropriate security privileges. There are jump lists in the top left to speed navigation to areas of the form so that if I quickly want to see details, contacts, or notes I can jump there with a single click. (Alternatively, the same areas can be brought into view by scrolling.)
Across the top of the form, once again, is the ribbon, giving us contextual actions for accounts, in this case. Down the left hand we can find related information to our account. Activities shows future scheduled activity with the customer. Closed Activities shows all of the activity history with this customer and any of its contacts or employees and since users have the ability to track e-mails in CRM directly through their Outlook, you will have visibility into all important touch points with the customer. Contacts allow you to see all employees of the customer that you communicate with. Through the sales, service, and marketing areas I am able to see current deals, open support tickets, and campaigns that are associated with, or targeting, this customer. With Microsoft CRM it is very easy to get a 360 degree view of the customer.
Now that I have given a quick overview of accounts, I am going to move over to the Sales Module.
After clicking on the Sales module (in the bottom left corner of the screen), the left hand navigation bar updates giving us access to items pertaining to sales. For many companies the sales process begins with leads. Generally, leads are companies and contacts that may have been met at a trade show or purchased in bulk through a marketing list but are not yet qualified as a customer. Leads and other objects can be imported into Microsoft CRM through its data import wizard and can then be cold called, e-mailed, or can be targeted in a campaign.
(Navigate to Sales > Leads and open one of the leads in the view by double clicking it. The Lead form opens.)
Through the lead form we can track basic details of the account or contact and once again we are given a set of default fields which can be expanded upon to match the needs of our business. The lead offers a very easy way to qualify the prospect and move forward with the sales process or disqualify the prospect and keep them out of your contact and account data. Through Dynamics CRM's workflow engine, a business analyst can easily set up logic to automatically create phone calls and other activity types, and this drives the lead qualification process forward. These activities can be automatically assigned to your sales team based on logic within the workflow.
(Click Activities in the left hand navigation pane of the Lead form, under Related and Common. A view of activities related to this lead record appears in the lead form. Double click a Phone Call activity listed in the view to open the Phone Call form.)
Within this automatically scheduled phone call activity, the workflow has dynamically prepopulated information so I know exactly where the lead came from and what to ask them on the phone call. During the phone call I can add notes which carry a stamp of the time and date the note was created as well as the user who created them.
(To create a note attached to the Phone Call activity, scroll down to the Notes section and click Add a new note... before typing into the empty field that then becomes active. After typing, click outside the field to save the note and see the date and user stamp.)
After I finish the call I can click Mark Complete (in the ribbon of the Phone Call form) and the activity will be moved into the Closed Activities area of the lead (found in the navigation pane of the Lead form, under Related and Common).
Now that I've finished my phone call, I can qualify the lead from the Lead ribbon. (Click the Lead tab, then click Qualify in the Actions section.) This will trigger the Convert Lead screen to pop up. From here I can tell it that I want to qualify the lead as a potential customer and convert the lead. I can at this time choose to create from the lead an Account to track company information, a Contact to store the primary contact's information, and an Opportunity to start building a sale against. From here the lead will become inactive and will be made read-only, living on in the system solely for reporting and history tracking purposes. The lead data now lives among the Account, Contact and Opportunity records that were created.
The next stage in the sales process is in the Opportunity. I am going to jump over to an Opportunity that I already have populated with some information.
Opportunities are a place where we can store potential sale information for a customer. I'll open an existing Opportunity with the Basic Company account that we looked at earlier.
(Navigate to Sales > Opportunities and double click an Opportunity record listed in the view to the right. The Opportunity form opens.)
In the header of the Opportunity we can see the potential customer, the estimated revenue, and the estimated close date. In the footer we can see the status and pipeline phase of the Opportunity. These sections can be easily edited and will follow us no matter where we are on the form. The Opportunity can be given a fixed expected revenue amount or this can be calculated from line items that are tied to the Opportunity from the product catalog. I'm going to change the revenue model here from User Provided to System Calculated and then I will add a line item to demonstrate this.
When I change the revenue type the estimated revenue resets to $0. This is because I have no line items attached. When I click into the Line Item area, notice that the ribbon updates to give us access to Line Item actions. I'll now add a line item of 6 premium bike chains to the Opportunity.
Click Add New Opportunity Product in the ribbon. The Opportunity Product form opens. In the General section, supply a value to the required Existing Product field by using the look up icon (the small magnifying glass). For the required Unit field, select Primary Unit. For the required Quantity field type in 6. Click Save and Close in the ribbon. The Opportunity Product form closes.
Once back on the Opportunity screen, I click Recalculate Opportunity (in the Opportunity tab of the ribbon) and this will update the amounts based on my current price list and the product line items attached to the Opportunity.
Workflow can be configured to help drive the Opportunity forward. For instance, the Opportunity could have a sales stage dropdown that when it is updated schedules sales tasks and sends e-mail notifications to internal users or the customer. If I click into the Activities area (in the navigation pane of the Opportunity record, under Related and Common), I can see that some sales tasks have been automatically set up for me. The workflow engine of Microsoft CRM is extremely powerful and can be manipulated to fit nearly any business.
After the Opportunity has progressed far enough, you will likely want to generate a Quote to send to the customer. If I click on the Quotes jump list it will take me directly to the Quotes area of the Opportunity form. I'll now generate a Quote from the Opportunity.
Click in the empty Quotes list to activate the List Tools Quotes tab of the ribbon, and then click Add New Quote in the ribbon. The Quote form opens prepopulated with the Opportunity products of the Opportunity.
The Quote automatically maps fields from the Opportunity so that no duplicate entry is required. From the ribbon the Quote can be printed for the customer. We can also run a customized SQL Server Reporting Services (SSRS) report which can be sent to the customer as a PDF, Excel, or Word document.
When the Quote is ready we can activate it through the ribbon. (Click Activate Quote in the Quote tab of the ribbon in the Quote form.) From here we can create orders and invoices. The order and invoice levels are very similar to that of the Quote so I am going to move over to show some quick reporting to tie up this demonstration.
Close all open windows except for the CRM Online main screen, and navigate to Sales > Opportunities.
In Line Reporting
In line reporting can be added to any list view in Microsoft CRM. I'll change the Opportunity view or filter set from showing my open opportunities to showing all active opportunities to demonstrate this.
(Click the current view name "My Open Opportunities" to open the drop down menu of available views and choose the "Open Opportunities" view instead.)
We can now see all of the open opportunities in the system.
First I will expand the chart view. (Click the sideways text, Click here to view the chart, found on the right side of the view pane.) I now have access to all of the Opportunity related charts configured in the system. (Click the chart name above the chart to open the drop-down menu of available charts.) I can quickly view forecasting metrics such as our top customers by their total estimated revenue, a sales pipeline funnel chart showing the volume of sales in each sales stage. All of these charts are drill down so if I'd like to see the Opportunities in the Qualify stage split up by salesperson I can do that.
To do this, I simply click the area I want to drill on, in this case "2-Qualify". I tell it that I want to view the data split up by owner and that I want to see it in a pie chart. I click OK and it'll grab it for me. Notice that, as I drill, the data in the left hand pane drills along with me, filtering the list to the specific data I'm looking at.
Through the ribbon, additional charts can be quickly created on the fly and can be shared out to fellow coworkers. I'll set up a quick chart now to display the total estimated revenue split up by the probability of the Opportunity closing.
Click New Chart in the Charts tab of the ribbon above the Open Opportunities view. The Chart Tools Design tab becomes active and the Chart Designer appears in the chart view pane to the right. In the Chart Designer, in the Legend Entries (Series) fields, select Est. Revenue from the drop down list of available fields of the Opportunity entity, and Sum. For the Horizontal ( Category ) Axis Labels field, select Probability. Select Pie in the ribbon. Click Save and Close in the ribbon.
I've quickly and easily set up a chart that shows me estimated revenue by probability. If I change the filter set (by selecting a different view such as "My Open Opportunities"), the chart will change along with me.
This concludes the xRM demonstration of the Microsoft Dynamics CRM Sales Module
Thank you for taking the time to watch this video.