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In years past, companies competed by being mostly product-centric. They organized their processes and resources based on the products and the systems that supported those products. Today, strategies based solely on products are yielding to customer-centric strategies, so organizations are looking at how to build a competitive advantage based on how well they serve their customers. This is the era of customer relationship management (CRM). Customer relationship management helps people work more effectively because they have access to a complete view of customer information and business data across the company, standardized and consistent business processes, and collaboration tools that simplify working with colleagues and partners. When done well, CRM can positively influence the bottom line. In this session, we show how using Microsoft Dynamics CRM as a vehicle to capture and manage structured and unstructured sales and marketing customer data within a single, integrated system can help increase your organization's return on investment.
Presenter: Todd Baana, Partner Technology Specialist, Microsoft Corporation
Todd Baana has been working with contact management and customer relationship management (CRM) systems since 1990. He has worked with CRM systems as a consumer, using CRM to help manage relationships with his customers; as a decision maker, evaluating and implementing CRM and enterprise resource planning (ERP) systems; and as a partner, providing specialized CRM industry solutions to businesses. Todd was part of the team that released the first version of Microsoft Dynamics CRM, and he currently works as a partner technology specialist for Microsoft Dynamics CRM.