HP and Microsoft® Dynamics CRM sales guide Customer resource management solution for midsize businesses Solution summary Table of contents Microsoft Dynamics CRM Professional, formerly known as Microsoft Business What is Microsoft Dynamics CRM?..........................2 Solutions CRM, is a complete customer relationship management solution that The HP and Microsoft advantage.............................2 provides all of the tools and capabilities needed to create and easily maintain a What do I sell? ....................................................3 clear and nearly continuous picture of customers from first contact through Your selling opportunity........................................10 purchase and post-sales. In an effort to nurture profitable long-term relationships, Facing the competition .........................................12 businesses must get to know their customers on a more intimate level. Customer Key business drivers .............................................12 relationship management (CRM) solutions built on HP servers and Microsoft Why act now? ....................................................13 Dynamics CRM enable your customers to achieve that goal. Using automated Selling together ...................................................13 CRM capabilities on a highly secure HP platform, HP and Microsoft Dynamics Overcoming objections.........................................13 CRM solutions empower users to boost sales, customer satisfaction, and customer Sales resources....................................................13 service. To provide ubiquitous access to information from virtually any device Contacts .............................................................14 (including HP iPAQ Pocket PCs), the HP and Microsoft Dynamics CRM solution offers fast connectivity to external data sources—including Microsoft Exchange Server 2007 and Microsoft Office Outlook. When your customers choose Microsoft Dynamics CRM on HP platforms, they benefit from greater: • Continuity—including site-level disaster recovery, protection against data loss, and recovery from failures at the system or site level • Security—enhanced protection against malicious attacks that would otherwise result in extended downtime or loss of confidential data • Efficiency—quicker deployment, simplified management, and improved operations so that system administrators can add the most value to the business Based on proven, industry-standard technologies that are easy to learn and manage, the HP and Microsoft Dynamics CRM solution offers your customers efficient deployment, low support costs, and easy scalability to cultivate customer retention while supporting business change. The highly flexible solution from HP and Microsoft scales to maintain continuity as the user’s needs change, enabling companies to implement additional capabilities as necessary over time. HP Restricted. For HP, Microsoft and Channel Partner Internal Use. What is Microsoft Dynamics CRM? • Powerful reporting and analysis tools that make it easy to identify opportunities and problems at Microsoft Dynamics CRM is a customer relationship a glance management solution that provides the tools and capabilities needed to create and easily maintain a • Great mobile support that helps enable field workers clear picture of customers, from first contact through to to get instant access to customer data from most purchase and post-sales. With modules for sales, popular portable devices, including mobile phones marketing, and customer service, Microsoft Dynamics with Web browsers and laptops CRM delivers a fast, flexible, and affordable solution What is customer relationship management? that drives consistent, measurable improvements in CRM is the well-established software category devoted every business process, enabling closer relationships to improving customer relations. Good CRM products with customers and helping to achieve new levels of shorten sales cycles and improve customer loyalty by profitability. automating day-to-day tasks for sales, customer Even for companies with the most complex of sales service, field service, call center, and marketing processes, Microsoft Dynamics CRM provides professionals. easy-to-use features and capabilities to help improve the way sales and marketing organizations target new The HP and Microsoft advantage customers, manage marketing campaigns, and drive The HP and Microsoft Frontline Partnership is a long- sales activities. Microsoft Dynamics CRM is an standing relationship, dedicated to developing and extremely efficient way to add CRM capabilities to delivering industry-standard information technology in any organization that uses Microsoft Office system both core businesses and new strategic markets—while applications, including Microsoft Office Outlook. offering outstanding ownership satisfaction and value. Because it was designed to partner with Microsoft HP and Microsoft have an extensive portfolio of Office Outlook, Microsoft Dynamics CRM delivers products and solutions that are designed to work lower training costs, broader user adoption, less together. Our products and technology are already application-switching, higher productivity, and a fast widely known and familiar, lessening disruption to return on investment. your customer’s business so they can continue to focus on what matters most. Our integrated solutions allow Microsoft Dynamics CRM gives your employees direct you to be more customer-oriented and are tested to be access to customer information through Microsoft effective and reliable—helping to improve your Office Outlook, enabling access to the information business efficiency. they need whether in the office or on the road. Microsoft Dynamics CRM offers: Together with Microsoft, HP provides an integrated • Tight integration with the Microsoft Office system and and collaborative definition of customer requirements Microsoft Office Outlook, allowing employees to into shared desktop and server solutions as a result of: easily pull information from Microsoft Dynamics CRM • Collaboration—joint core and solutions engineering into Microsoft Office system applications such as addressing business technology needs together Microsoft Office Excel spreadsheet software and • Reliability—a 7- to 10-year lead in adopting industry Microsoft Office Word word processing software best practices and incorporating them into services • Quick and easy access to your data through context- and software approaches; hundreds of millions of sensitive information for populating forms or taking dollars invested in research and development to next steps without changing screens jointly engineer, test, and enhance solutions • Customized workspaces that allow users to create, • Peace of mind—unmatched industry leadership and save, and reuse favorite views of customer data more than 20 years of joint development, working without the distraction of unneeded information side by side to design and test products and • Service Calendar that allows service schedulers and technologies in the lab and in real-life work dispatchers to schedule activities by resource, time, environments or service HP Restricted. For HP, Microsoft and Channel Partner Internal Use. 2 What do I sell? data-center efficiency and affordability, lowering total cost of ownership (TCO). Paired with HP Integrated You have the opportunity to sell the hardware (servers, Lights-Out technology (iLO2), HP ProLiant servers can storage, clients, and printers), operating system (OS), improve system security with remote management, and Microsoft SQL Server, along with installation, system health status check, and power monitoring. configuration, and maintenance services. Modular HP BladeSystem solutions There are a number of participants in the sales and If you need flexibility in addition to efficiency and deployment cycle for Microsoft Dynamics CRM. The reliability, an HP BladeSystem solution offers a simple, application is typically deployed by a systems modular infrastructure for your customer’s Microsoft integrator. If you do not have a Microsoft Dynamics Dynamics CRM implementation. The HP BladeSystem CRM practice, you will more than likely get called into infrastructure is consolidated up front to save you the sales cycle by either the customer or the systems more time, energy, and money—regardless of what integrator. They will look to you to provide the you put inside. In one consolidated enclosure, an appropriate hardware for the Microsoft Dynamics HP BladeSystem solution supports HP ProLiant and CRM deployment in reference to the customer’s Integrity server blades, HP StorageWorks storage existing infrastructure and with consideration of their offerings, and a variety of virtual desktop and future needs. workstation solutions. With the essential IT elements— A majority of deployments will also include third-party compute, network, storage, management, and power vertical applications that run on top of Microsoft and cooling—built in, the HP BladeSystem solution is a Dynamics CRM. The relationship with the independent more efficient way to deliver reliable, cost-effective software vendor (ISV) could be managed by either the services to your business. customer or the systems integrator. HP software offerings There are many factors that must be considered that HP Insight Control Management Suite can affect the requirements, including: HP Insight Control addresses all aspects of HP ProLiant • Number of servers involved and how they are and BladeSystem server management by bringing