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In doing so, we are better positioned to serve our members the workouts and health and fitness guidance they truly want and need.”</span>\r\n<span style=\"font-size: 12px; font-family: Verdana, sans-serif; color: rgb(0, 0, 0); \"><br /></span>\r\n<span style=\"font-size: 12px; font-family: Verdana, sans-serif; color: rgb(0, 0, 0); \">24 Hour Fitness is undertaking a journey to digitally transform its operations by combining functional departments to provide a single view of members and guests, messaging, and performance. Integrated cloud solutions from Adobe and Microsoft will help 24 Hour Fitness with scale, security and outreach along with AI and machine learnings to streamline its business and connect more deliberately to its members.</span>\r\n<span style=\"font-size: 12px; font-family: Verdana, sans-serif; color: rgb(0, 0, 0); \"><br /></span>\r\n<span style=\"font-size: 12px; font-family: Verdana, sans-serif; color: rgb(0, 0, 0); font-style: italic; \">“Adobe and Microsoft are at the center of how we bring in relevant data, draw intelligent insights, and then how we act upon those insights across all our channels holistically,” said Tom Lapcevic, executive vice president and chief marketing officer, 24 Hour Fitness. “Our mission is to help people improve their lives every day through fitness, both inside and outside our clubs. So, whether it be email communications with a member, a mobile push notification or an SMS communication, we make sure that all our channels are in sync with what the needs of that individual are. It’s about giving every one of our members and guests a better and more personalized experience — and ultimately the results they desire.”</span>\r\n<span style=\"font-size: 12px; font-family: Verdana, sans-serif; color: rgb(0, 0, 0); \"><br /></span>\r\n<span style=\"font-size: 12px; font-family: Verdana, sans-serif; color: rgb(0, 0, 0); \">24 Hour Fitness already leverages Adobe Campaign for email, SMS and mobile push messaging, and Adobe Target for personalization across channels. Integration with Microsoft Dynamics 365 for Sales will enable 24 Hour Fitness to leverage sales data for member and guest insights, providing a single view of the customer that can be used to personalize experiences. For example, 24 Hour Fitness can customize offers, such as personal training recommendations based on loyalty, interests and geography. In addition, the 24 Hour Fitness 24GO custom coaching platform, powered by Adobe Experience Manager for content management and delivery, combined with Microsoft Dynamics 365 provides custom workouts, at-home programming, progress and goal tracking, and class schedules — all within a single dashboard. As well, the monthly digital magazine 24Life offers experts to help you think, eat, move and recover better.&nbsp;</span>\r\n<span style=\"font-size: 12px; font-family: Verdana, sans-serif; color: rgb(0, 0, 0); \"><br /></span>\r\n<span style=\"font-size: 12px; font-family: Verdana, sans-serif; color: rgb(0, 0, 0); font-style: italic; \">“24 Hour Fitness is at the forefront of delivering exceptional personalized customer experiences across new customer acquisition all the way through delivering ongoing member services,” said Alysa Taylor, general manager, Microsoft Business Applications &amp; Industry Group. “Together with Adobe, we’re dedicated to empowering digital transformation with 24 Hour Fitness and are proud to join them in their efforts to develop amazing experiences that can revolutionize their industry and further engage their members.”</span>\r\n<span style=\"font-size: 12px; font-family: Verdana, sans-serif; color: rgb(0, 0, 0); \"><br /></span>\r\n<span style=\"font-size: 12px; font-family: Verdana, sans-serif; color: rgb(0, 0, 0); font-style: italic; \">“Delivering personalization at scale is the holy grail when it comes to how fitness companies engage with members,” said Dave Welch, vice president, Microsoft Solutions, Adobe. “24 Hour Fitness is able to achieve precisely this by harnessing the unique advantages of Adobe and Microsoft’s joint solutions. This can be a game-changer that truly transforms the member experience.”</span>\r\n<span style=\"font-size: 12px; font-family: Verdana, sans-serif; color: rgb(0, 0, 0); \"><br /></span>\r\n<p style=\"background-color: rgb(255, 255, 255); \"><span style=\"font-size: 12px; font-family: Verdana, sans-serif; color: rgb(0, 0, 0); \">At Adobe Summit 2018 last month, Microsoft and Adobe outlined new native technology integrations between Adobe Experience Manager and Microsoft Azure, Adobe Campaign and Microsoft Dynamics 365, and Adobe Analytics and Microsoft Power BI. The companies together serve more than 60 global brands today, empowering enterprises to compile customer insights, creating a single view of the customer that can be used to personalize experiences across marketing touchpoints. More information on these joint solutions can be found here.</span></p>\r\n<span style=\"font-size: 12px; font-family: Verdana, sans-serif; color: rgb(0, 0, 0); \"><br /></span>","alias":"adobe-experience-cloud-microsoft-dynamics-365-for-24-hour-fitness","roi":0,"seo":{"title":"Adobe Experience Cloud, Microsoft Dynamics 365 for Customer Engagement","keywords":"Adobe Experience Cloud, Microsoft Dynamics 365, Customer Engagement, Customer, Fitness, custom workouts, at-home programming, progress, goal tracking, class schedules, mobile push notification, SMS communication","description":"<span style=\"font-size: 12px; font-family: Verdana, sans-serif; color: rgb(0, 0, 0); \">Microsoft Corp. 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It’s everything you need to orchestrate a great customer experience.\r\nTailored experiences for every industry:\r\n<ul><li>&nbsp;Financial Services</li><li>&nbsp;Government</li><li>&nbsp;High tech</li><li>&nbsp;Manufacturing</li><li>&nbsp;Media &amp; Entertainment</li><li>&nbsp;Retail</li><li>&nbsp;Telecommunications</li><li>&nbsp;Travel &amp; hospitality</li><li>&nbsp;Healthcare</li></ul>\r\n\r\n","shortDescription":"Adobe Experience Cloud gives you access to an integrated set of solutions to build campaigns, manage your advertising, and gain deep intelligence about your business. 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"},"eventUrl":"","translationId":1568,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":52,"title":"SaaS - software as a service","alias":"saas-software-as-a-service","description":"<span style=\"font-weight: bold;\">Software as a service (SaaS)</span> is a software licensing and delivery model in which software is licensed on a subscription basis and is centrally hosted. It is sometimes referred to as &quot;on-demand software&quot;, and was formerly referred to as &quot;software plus services&quot; by Microsoft.\r\n SaaS services is typically accessed by users using a thin client, e.g. via a web browser. SaaS software solutions has become a common delivery model for many business applications, including office software, messaging software, payroll processing software, DBMS software, management software, CAD software, development software, gamification, virtualization, accounting, collaboration, customer relationship management (CRM), Management Information Systems (MIS), enterprise resource planning (ERP), invoicing, human resource management (HRM), talent acquisition, learning management systems, content management (CM), Geographic Information Systems (GIS), and service desk management. SaaS has been incorporated into the strategy of nearly all leading enterprise software companies.\r\nSaaS applications are also known as <span style=\"font-weight: bold;\">Web-based software</span>, <span style=\"font-weight: bold;\">on-demand software</span> and<span style=\"font-weight: bold;\"> hosted software</span>.\r\nThe term &quot;Software as a Service&quot; (SaaS) is considered to be part of the nomenclature of cloud computing, along with Infrastructure as a Service (IaaS), Platform as a Service (PaaS), Desktop as a Service (DaaS),managed software as a service (MSaaS), mobile backend as a service (MBaaS), and information technology management as a service (ITMaaS).\r\nBecause SaaS is based on cloud computing it saves organizations from installing and running applications on their own systems. That eliminates or at least reduces the associated costs of hardware purchases and maintenance and of software and support. The initial setup cost for a SaaS application is also generally lower than it for equivalent enterprise software purchased via a site license.\r\nSometimes, the use of SaaS cloud software can also reduce the long-term costs of software licensing, though that depends on the pricing model for the individual SaaS offering and the enterprise’s usage patterns. In fact, it’s possible for SaaS to cost more than traditional software licenses. This is an area IT organizations should explore carefully.<br />SaaS also provides enterprises the flexibility inherent with cloud services: they can subscribe to a SaaS offering as needed rather than having to buy software licenses and install the software on a variety of computers. The savings can be substantial in the case of applications that require new hardware purchases to support the software.<br /><br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Who uses SaaS?</span></h1>\r\nIndustry analyst Forrester Research notes that SaaS adoption has so far been concentrated mostly in human resource management (HRM), customer relationship management (CRM), collaboration software (e.g., email), and procurement solutions, but is poised to widen. Today it’s possible to have a data warehouse in the cloud that you can access with business intelligence software running as a service and connect to your cloud-based ERP like NetSuite or Microsoft Dynamics.The dollar savings can run into the millions. And SaaS installations are often installed and working in a fraction of the time of on-premises deployments—some can be ready in hours. \r\nSales and marketing people are likely familiar with Salesforce.com, the leading SaaS CRM software, with millions of users across more than 100,000 customers. Sales is going SaaS too, with apps available to support sales in order management, compensation, quote production and configure, price, quoting, electronic signatures, contract management and more.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why SaaS? Benefits of software as a service</span></h1>\r\n<ul><li><span style=\"font-weight: bold;\">Lower cost of entry</span>. With SaaS solution, you pay for what you need, without having to buy hardware to host your new applications. Instead of provisioning internal resources to install the software, the vendor provides APIs and performs much of the work to get their software working for you. The time to a working solution can drop from months in the traditional model to weeks, days or hours with the SaaS model. In some businesses, IT wants nothing to do with installing and running a sales app. In the case of funding software and its implementation, this can be a make-or-break issue for the sales and marketing budget, so the lower cost really makes the difference.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reduced time to benefit/rapid prototyping</span>. In the SaaS model, the software application is already installed and configured. Users can provision the server for the cloud and quickly have the application ready for use. This cuts the time to benefit and allows for rapid demonstrations and prototyping. With many SaaS companies offering free trials, this means a painless proof of concept and discovery phase to prove the benefit to the organization. </li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Pay as you go</span>. SaaS business software gives you the benefit of predictable costs both for the subscription and to some extent, the administration. Even as you scale, you can have a clear idea of what your costs will be. This allows for much more accurate budgeting, especially as compared to the costs of internal IT to manage upgrades and address issues for an owned instance.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">The SaaS vendor is responsible for upgrades, uptime and security</span>. Under the SaaS model, since the software is hosted by the vendor, they take on the responsibility for maintaining the software and upgrading it, ensuring that it is reliable and meeting agreed-upon service level agreements, and keeping the application and its data secure.&nbsp; While some IT people worry about Software as a Service security outside of the enterprise walls, the likely truth is that the vendor has a much higher level of security than the enterprise itself would provide. Many will have redundant instances in very secure data centers in multiple geographies.&nbsp; Also, the data is being automatically backed up by the vendor, providing additional security and peace of mind. Because of the data center hosting, you’re getting the added benefit of at least some disaster recovery. Lastly, the vendor manages these issues as part of their core competencies—let them.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Integration and scalability.</span> Most SaaS apps are designed to support some amount of customization for the way you do business. SaaS vendors create APIs to allow connections not only to internal applications like ERPs or CRMs but also to other SaaS providers. One of the terrific aspects of integration is that orders written in the field can be automatically sent to the ERP. Now a salesperson in the field can check inventory through the catalog, write the order in front of the customer for approval, send it and receive confirmation, all in minutes. And as you scale with a SaaS vendor, there’s no need to invest in server capacity and software licenses. </li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Work anywhere</span>. Since the software is hosted in the cloud and accessible over the internet, users can access it via mobile devices wherever they are connected. This includes checking customer order histories prior to a sales call, as well as having access to real time data and real time order taking with the customer.</li></ul>\r\n<p class=\"align-left\">&nbsp;</p>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/SaaS__1_.png"},{"id":146,"title":"ECM - Enterprise Content Management","alias":"ecm-enterprise-content-management","description":"<span style=\"font-weight: bold; \">Enterprise content management (ECM)</span> extends the concept of content management by adding a time line for each content item and possibly enforcing processes for the creation, approval and distribution of them. Systems that implement ECM generally provide a secure repository for managed items, be they analog or digital, that indexes them. They also include one or more methods for importing content to bring new items under management and several presentation methods to make items available for use. The key feature of ECM that distinguishes it from &quot;simple&quot; content management is that an ECM is at least cognizant of the processes and procedures of the enterprise it is created for, and as such is particular to it. \r\nECM as an umbrella term covers enterprise document management system, Web content management, search, collaboration, records management, digital asset management (DAM), workflow management, capture and scanning. ECM is primarily aimed at managing the life-cycle of information from initial publication or creation all the way through archival and eventual disposal. ECM enterprise content management software is delivered in four ways:\r\n- on-premises software (installed on an organization's own network)\r\n- software as a service (SaaS) (Web access to information that is stored on a software manufacturer's system)\r\n- a hybrid composed of both on-premises and SaaS components\r\n- Infrastructure as a Service (IaaS) (which refers to online services that abstract the user from the details of infrastructure like physical computing resources, location, data partitioning, scaling, security, backup etc.)\r\n<span style=\"font-weight: bold;\">ECM provides</span> a centralized platform where content can be held and disseminated in a manner that meets regulatory compliance requirements and risk management guidelines. An ECM achieves the latter two benefits by eliminating ad hoc processes that can expose an enterprise to regulatory compliance risks and other potential problems. Full-function enterprise content management solutions include features such as content taxonomies, auditing capabilities, check-in/check-out and other workflow controls and security mechanisms.\r\nAn <span style=\"font-weight: bold;\">effective ECM </span>can streamline access and business processes, eliminate bottlenecks by reducing storage, as well as paper and mailing needs, optimize security, maintain integrity and minimize overhead. All of these can lead to increased productivity. The first step is to document all the types of content that the organization deals with, the business processes its part of and who handles the content. \r\nECM software can be used to identify duplicate and near-duplicate content, allowing the organization to keep a few copies of a particular piece of content instead of hundreds. The best ECM software extends the reach of traditional ECM capabilities into previously isolated applications and information silos, such as ERP, CRM, SCM and HCM, to take the shape of a content services platform. Information can now flow across the enterprise to the people and processes—when, where and in whatever context it is needed.\r\nTo understand more specific ways it could help your company, consider these <span style=\"font-weight: bold; \">three types of ECM</span> software solutions.\r\n<span style=\"font-weight: bold; \">Web Content Management.</span> WCM puts control over the look and feel of a website in the hands of specific, key people. It’s used by organizations with relatively complex websites and strict brand guidelines, giving those key personnel the means to easily update, modify and publish content for the sites while adhering to the guidelines.\r\n<span style=\"font-weight: bold; \">Collaborative Content Management.</span> CCM enables multiple people to access and modify a single document, such as a legal document. It’s ideal for organizations that must manage projects involving multiple stakeholders. CCM makes it easy to work together while keeping track of, and updating, the most-current version of the document.\r\n<span style=\"font-weight: bold; \">Transactional Content Management.</span> This type of ECM document management is designed for organizations that repeatedly use varied types of content, including records, paper documents, and digital files. TCM solutions capture content from various channels, classify it, store it, create an automated workflow to ensure the right user receives the content at the right time, and even deletes documents when they’re no longer needed, all while working seamlessly with other apps and databases, ensuring all of that content is available throughout the company.<br /><br /><br />\r\n\r\n","materialsDescription":"<h1 class=\"align-center\"> <span style=\"font-weight: bold; \">What is Enterprise Content Management (ECM)?</span></h1>\r\nEnterprise Content Management is the organization of structured and unstructured documents using technology and software that allows your organization to “work smarter, not harder.” As technology advanced and everything became digital, organizations needed a new way to store and access files, leading to the creation of ECM. \r\nECM document management system consists of four main points:\r\n<ul><li><span style=\"font-weight: bold; \">Capture:</span> Capturing information from hardcopy documents or online forms and transferring it into the system</li><li><span style=\"font-weight: bold; \">Manage:</span> Managing the captured data in a structured format that allows quick and easy retrieval</li><li><span style=\"font-weight: bold; \">Storing:</span> Securely storing files in a central repository that can be accessed from multiple locations</li><li><span style=\"font-weight: bold; \">Delivery:</span> Implementation of business process workflows to automatically move documents from one step to the next</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: bold; \">Five ways ECM software can benefit your organization</span></h1>\r\n<span style=\"font-weight: bold; \">Basic file sharing and library services.</span> At its core, enterprise document management software begins with basic file sharing and library services managed within a networked repository. Individuals and groups with predefined access rights and permissions can access the repository and then create, read, update and delete files stored within it.\r\nMany ECM applications support Content Management Interoperability Services, an industry standard that allows different vendors' products to interoperate; this is an essential capability within large enterprises that maintain content management tools from multiple vendors.\r\n<span style=\"font-weight: bold; \">Content governance, compliance and records management.</span> For many organizations, managing business documents or other content types is a critical use case for ECM. Companies subject to compliance or other industry regulations need document content management system software to capture, manage, archive and ultimately dispose of files after a predefined period.\r\nECM can ensure that only individuals with predefined permissions - determined by access controls - can update or view documents stored within a repository. An organization can thus manage document modification.\r\nIn addition, enterprise content management tools can log all actions, providing an organization with the capabilities to maintain an auditable record of all the changes to documents within the repository.\r\n<span style=\"font-weight: bold; \">Business process management.</span> Companies also use ECM to establish workflows that span departments and geographies to support extended enterprise and inter-enterprise business processes.\r\nMost ECM software provides tools to help both technical and non-technical business users define business processes. Most applications provide audit controls to track each step of the process and analytic capabilities to help identify inefficiencies and streamline business procedures.\r\n<span style=\"font-weight: bold; \">Content repositories linked to other enterprise applications.</span> Some companies use electronic content management software as a repository for documents created by other enterprise applications, including CRM, ERP, HR and financial systems. These enterprise systems can seamlessly access, view or modify content managed by the ECM.\r\n<span style=\"font-weight: bold; \">Enabling mobile and remote workforces.</span> Content management tools often include functionality to allow remote workers to access content from mobile devices. This is an increasingly important feature for many companies.\r\nMobile capabilities also enable new kinds of data capture and presentation functionalities. By combining content management capabilities with other data, for example, a political canvasser can use a tablet to enter new information about a political donor without having to start from scratch, as some of that information is already stored in a content management system. \r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/ECM_-_Enterprise_Content_Management.png"},{"id":69,"title":"Business Analytics","alias":"business-analytics","description":"Business Analytics is “the study of data through statistical and operations analysis, the formation of predictive models, application of optimization techniques, and the communication of these results to customers, business partners, and college executives.” Business Analytics requires quantitative methods and evidence-based data for business modeling and decision making; as such, Business Analytics requires the use of Big Data.\r\nSAS describes Big Data as “a term that describes the large volume of data – both structured and unstructured – that inundates a business on a day-to-day basis.” What’s important to keep in mind about Big Data is that the amount of data is not as important to an organization as the analytics that accompany it. When companies analyze Big Data, they are using Business Analytics to get the insights required for making better business decisions and strategic moves.\r\nCompanies use Business Analytics (BA) to make data-driven decisions. The insight gained by BA enables these companies to automate and optimize their business processes. In fact, data-driven companies that utilize Business Analytics achieve a competitive advantage because they are able to use the insights to:\r\n<ul><li>Conduct data mining (explore data to find new patterns and relationships)</li><li>Complete statistical analysis and quantitative analysis to explain why certain results occur</li><li>Test previous decisions using A/B testing and multivariate testing</li><li>Make use of predictive modeling and predictive analytics to forecast future results</li></ul>\r\nBusiness Analytics also provides support for companies in the process of making proactive tactical decisions, and BA makes it possible for those companies to automate decision making in order to support real-time responses.","materialsDescription":"<span style=\"font-weight: bold; \">What does Business Analytics (BA) mean?</span>\r\nBusiness analytics (BA) refers to all the methods and techniques that are used by an organization to measure performance. Business analytics are made up of statistical methods that can be applied to a specific project, process or product. Business analytics can also be used to evaluate an entire company. Business analytics are performed in order to identify weaknesses in existing processes and highlight meaningful data that will help an organization prepare for future growth and challenges.\r\nThe need for good business analytics has spurred the creation of business analytics software and enterprise platforms that mine an organization’s data in order to automate some of these measures and pick out meaningful insights.\r\nAlthough the term has become a bit of a buzzword, business analytics are a vital part of any business. Business analytics make up a large portion of decision support systems, continuous improvement programs and many of the other techniques used to keep a business competitive. Consequently, accurate business analytics like efficiency measures and capacity utilization rates are the first step to properly implementing these techniques.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Business_Analytics.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1575,"logo":false,"scheme":false,"title":"Microsoft Dynamics 365","vendorVerified":0,"rating":"2.00","implementationsCount":1,"suppliersCount":0,"alias":"microsoft-dynamics-365","companyTypes":[],"description":"\r\n<p><span style=\"font-weight: bold;\">Dynamics 365 for Sales</span></p>\r\n<p>Empower sellers with insights to personalize relationships, predict customer needs, and increase sales.</p>\r\n<p><span style=\"font-weight: bold;\">Dynamics 365 for Retail</span></p>\r\n<p>Create personalized shopping experiences that unify digital, in-store, and back office operations.</p>\r\n<p><span style=\"font-weight: bold;\">Dynamics 365 for Customer Service</span></p>\r\n<p>Exceed customer expectations across self and assisted support with empowered agents that deliver personalized experiences.</p>\r\n<p><span style=\"font-weight: bold;\">Dynamics 365 for Field Service</span></p>\r\n<p>Serve customers better through proactive maintenance, predictive scheduling, and first-time fix.</p>\r\n<p><span style=\"font-weight: bold;\">Dynamics 365 for Project Service Automation</span></p>\r\n<p>Deliver customer projects on-time, within budget, and become a trusted advisor.</p>\r\n<p><span style=\"font-weight: bold;\">Dynamics 365 for Finance and Operations</span></p>\r\n<p>Modernize your business operations across finance, manufacturing, and supply chain to drive new growth.</p>\r\n<p><span style=\"font-weight: bold;\">Dynamics 365 for Talent</span></p>\r\n<p>Attract the right people and seamlessly onboard, engage, and grow your talent.</p>\r\n<p><span style=\"font-weight: bold;\">Adobe Marketing Cloud</span></p>\r\n<p>Deliver personalized experiences throughout your marketing and sales engagements at scale with Dynamics 365 and Adobe.</p>\r\n<p><span style=\"font-weight: bold;\">Dynamics 365 for Marketing</span></p>\r\n<p>Increase demand by automating tasks from multi-channel campaigns to events with an application built on the same platform as Dynamics 365 for Sales.</p>\r\n","shortDescription":"Microsoft Dynamics 365 is unified CRM and ERP capabilities — modern, intelligent cloud applications that help move your business forward.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":19,"sellingCount":0,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Microsoft Dynamics 365","keywords":"","description":"\r\n<p><span style=\"font-weight: bold;\">Dynamics 365 for Sales</span></p>\r\n<p>Empower sellers with insights to personalize relationships, predict customer needs, and increase sales.</p>\r\n<p><span style=\"font-weight: bold;\">Dynamics 365 for Retail</span></p>\r\n<p>","og:title":"Microsoft Dynamics 365","og:description":"\r\n<p><span style=\"font-weight: bold;\">Dynamics 365 for Sales</span></p>\r\n<p>Empower sellers with insights to personalize relationships, predict customer needs, and increase sales.</p>\r\n<p><span style=\"font-weight: bold;\">Dynamics 365 for Retail</span></p>\r\n<p>"},"eventUrl":"","translationId":1576,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]}],"countries":[],"startDate":"0000-00-00","endDate":"0000-00-00","dealDate":"0000-00-00","price":0,"status":"planned","statusLabel":"Planned","isImplementation":true,"isAgreement":false,"confirmed":1,"implementationDetails":{"businessObjectives":{"id":14,"title":"Business objectives","translationKey":"businessObjectives","options":[{"id":4,"title":"Reduce Costs"},{"id":6,"title":"Ensure Security and Business Continuity"},{"id":7,"title":"Improve Customer Service"}]},"businessProcesses":{"id":11,"title":"Business process","translationKey":"businessProcesses","options":[{"id":389,"title":"Customer attrition"},{"id":390,"title":"Low quality of customer support"}]}},"categories":[{"id":52,"title":"SaaS - software as a service","alias":"saas-software-as-a-service","description":"<span style=\"font-weight: bold;\">Software as a service (SaaS)</span> is a software licensing and delivery model in which software is licensed on a subscription basis and is centrally hosted. It is sometimes referred to as &quot;on-demand software&quot;, and was formerly referred to as &quot;software plus services&quot; by Microsoft.\r\n SaaS services is typically accessed by users using a thin client, e.g. via a web browser. SaaS software solutions has become a common delivery model for many business applications, including office software, messaging software, payroll processing software, DBMS software, management software, CAD software, development software, gamification, virtualization, accounting, collaboration, customer relationship management (CRM), Management Information Systems (MIS), enterprise resource planning (ERP), invoicing, human resource management (HRM), talent acquisition, learning management systems, content management (CM), Geographic Information Systems (GIS), and service desk management. SaaS has been incorporated into the strategy of nearly all leading enterprise software companies.\r\nSaaS applications are also known as <span style=\"font-weight: bold;\">Web-based software</span>, <span style=\"font-weight: bold;\">on-demand software</span> and<span style=\"font-weight: bold;\"> hosted software</span>.\r\nThe term &quot;Software as a Service&quot; (SaaS) is considered to be part of the nomenclature of cloud computing, along with Infrastructure as a Service (IaaS), Platform as a Service (PaaS), Desktop as a Service (DaaS),managed software as a service (MSaaS), mobile backend as a service (MBaaS), and information technology management as a service (ITMaaS).\r\nBecause SaaS is based on cloud computing it saves organizations from installing and running applications on their own systems. That eliminates or at least reduces the associated costs of hardware purchases and maintenance and of software and support. The initial setup cost for a SaaS application is also generally lower than it for equivalent enterprise software purchased via a site license.\r\nSometimes, the use of SaaS cloud software can also reduce the long-term costs of software licensing, though that depends on the pricing model for the individual SaaS offering and the enterprise’s usage patterns. In fact, it’s possible for SaaS to cost more than traditional software licenses. This is an area IT organizations should explore carefully.<br />SaaS also provides enterprises the flexibility inherent with cloud services: they can subscribe to a SaaS offering as needed rather than having to buy software licenses and install the software on a variety of computers. The savings can be substantial in the case of applications that require new hardware purchases to support the software.<br /><br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Who uses SaaS?</span></h1>\r\nIndustry analyst Forrester Research notes that SaaS adoption has so far been concentrated mostly in human resource management (HRM), customer relationship management (CRM), collaboration software (e.g., email), and procurement solutions, but is poised to widen. Today it’s possible to have a data warehouse in the cloud that you can access with business intelligence software running as a service and connect to your cloud-based ERP like NetSuite or Microsoft Dynamics.The dollar savings can run into the millions. And SaaS installations are often installed and working in a fraction of the time of on-premises deployments—some can be ready in hours. \r\nSales and marketing people are likely familiar with Salesforce.com, the leading SaaS CRM software, with millions of users across more than 100,000 customers. Sales is going SaaS too, with apps available to support sales in order management, compensation, quote production and configure, price, quoting, electronic signatures, contract management and more.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why SaaS? Benefits of software as a service</span></h1>\r\n<ul><li><span style=\"font-weight: bold;\">Lower cost of entry</span>. With SaaS solution, you pay for what you need, without having to buy hardware to host your new applications. Instead of provisioning internal resources to install the software, the vendor provides APIs and performs much of the work to get their software working for you. The time to a working solution can drop from months in the traditional model to weeks, days or hours with the SaaS model. In some businesses, IT wants nothing to do with installing and running a sales app. In the case of funding software and its implementation, this can be a make-or-break issue for the sales and marketing budget, so the lower cost really makes the difference.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reduced time to benefit/rapid prototyping</span>. In the SaaS model, the software application is already installed and configured. Users can provision the server for the cloud and quickly have the application ready for use. This cuts the time to benefit and allows for rapid demonstrations and prototyping. With many SaaS companies offering free trials, this means a painless proof of concept and discovery phase to prove the benefit to the organization. </li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Pay as you go</span>. SaaS business software gives you the benefit of predictable costs both for the subscription and to some extent, the administration. Even as you scale, you can have a clear idea of what your costs will be. This allows for much more accurate budgeting, especially as compared to the costs of internal IT to manage upgrades and address issues for an owned instance.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">The SaaS vendor is responsible for upgrades, uptime and security</span>. Under the SaaS model, since the software is hosted by the vendor, they take on the responsibility for maintaining the software and upgrading it, ensuring that it is reliable and meeting agreed-upon service level agreements, and keeping the application and its data secure.&nbsp; While some IT people worry about Software as a Service security outside of the enterprise walls, the likely truth is that the vendor has a much higher level of security than the enterprise itself would provide. Many will have redundant instances in very secure data centers in multiple geographies.&nbsp; Also, the data is being automatically backed up by the vendor, providing additional security and peace of mind. Because of the data center hosting, you’re getting the added benefit of at least some disaster recovery. Lastly, the vendor manages these issues as part of their core competencies—let them.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Integration and scalability.</span> Most SaaS apps are designed to support some amount of customization for the way you do business. SaaS vendors create APIs to allow connections not only to internal applications like ERPs or CRMs but also to other SaaS providers. One of the terrific aspects of integration is that orders written in the field can be automatically sent to the ERP. Now a salesperson in the field can check inventory through the catalog, write the order in front of the customer for approval, send it and receive confirmation, all in minutes. And as you scale with a SaaS vendor, there’s no need to invest in server capacity and software licenses. </li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Work anywhere</span>. Since the software is hosted in the cloud and accessible over the internet, users can access it via mobile devices wherever they are connected. This includes checking customer order histories prior to a sales call, as well as having access to real time data and real time order taking with the customer.</li></ul>\r\n<p class=\"align-left\">&nbsp;</p>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/SaaS__1_.png"},{"id":146,"title":"ECM - Enterprise Content Management","alias":"ecm-enterprise-content-management","description":"<span style=\"font-weight: bold; \">Enterprise content management (ECM)</span> extends the concept of content management by adding a time line for each content item and possibly enforcing processes for the creation, approval and distribution of them. Systems that implement ECM generally provide a secure repository for managed items, be they analog or digital, that indexes them. They also include one or more methods for importing content to bring new items under management and several presentation methods to make items available for use. The key feature of ECM that distinguishes it from &quot;simple&quot; content management is that an ECM is at least cognizant of the processes and procedures of the enterprise it is created for, and as such is particular to it. \r\nECM as an umbrella term covers enterprise document management system, Web content management, search, collaboration, records management, digital asset management (DAM), workflow management, capture and scanning. ECM is primarily aimed at managing the life-cycle of information from initial publication or creation all the way through archival and eventual disposal. ECM enterprise content management software is delivered in four ways:\r\n- on-premises software (installed on an organization's own network)\r\n- software as a service (SaaS) (Web access to information that is stored on a software manufacturer's system)\r\n- a hybrid composed of both on-premises and SaaS components\r\n- Infrastructure as a Service (IaaS) (which refers to online services that abstract the user from the details of infrastructure like physical computing resources, location, data partitioning, scaling, security, backup etc.)\r\n<span style=\"font-weight: bold;\">ECM provides</span> a centralized platform where content can be held and disseminated in a manner that meets regulatory compliance requirements and risk management guidelines. An ECM achieves the latter two benefits by eliminating ad hoc processes that can expose an enterprise to regulatory compliance risks and other potential problems. Full-function enterprise content management solutions include features such as content taxonomies, auditing capabilities, check-in/check-out and other workflow controls and security mechanisms.\r\nAn <span style=\"font-weight: bold;\">effective ECM </span>can streamline access and business processes, eliminate bottlenecks by reducing storage, as well as paper and mailing needs, optimize security, maintain integrity and minimize overhead. All of these can lead to increased productivity. The first step is to document all the types of content that the organization deals with, the business processes its part of and who handles the content. \r\nECM software can be used to identify duplicate and near-duplicate content, allowing the organization to keep a few copies of a particular piece of content instead of hundreds. The best ECM software extends the reach of traditional ECM capabilities into previously isolated applications and information silos, such as ERP, CRM, SCM and HCM, to take the shape of a content services platform. Information can now flow across the enterprise to the people and processes—when, where and in whatever context it is needed.\r\nTo understand more specific ways it could help your company, consider these <span style=\"font-weight: bold; \">three types of ECM</span> software solutions.\r\n<span style=\"font-weight: bold; \">Web Content Management.</span> WCM puts control over the look and feel of a website in the hands of specific, key people. It’s used by organizations with relatively complex websites and strict brand guidelines, giving those key personnel the means to easily update, modify and publish content for the sites while adhering to the guidelines.\r\n<span style=\"font-weight: bold; \">Collaborative Content Management.</span> CCM enables multiple people to access and modify a single document, such as a legal document. It’s ideal for organizations that must manage projects involving multiple stakeholders. CCM makes it easy to work together while keeping track of, and updating, the most-current version of the document.\r\n<span style=\"font-weight: bold; \">Transactional Content Management.</span> This type of ECM document management is designed for organizations that repeatedly use varied types of content, including records, paper documents, and digital files. TCM solutions capture content from various channels, classify it, store it, create an automated workflow to ensure the right user receives the content at the right time, and even deletes documents when they’re no longer needed, all while working seamlessly with other apps and databases, ensuring all of that content is available throughout the company.<br /><br /><br />\r\n\r\n","materialsDescription":"<h1 class=\"align-center\"> <span style=\"font-weight: bold; \">What is Enterprise Content Management (ECM)?</span></h1>\r\nEnterprise Content Management is the organization of structured and unstructured documents using technology and software that allows your organization to “work smarter, not harder.” As technology advanced and everything became digital, organizations needed a new way to store and access files, leading to the creation of ECM. \r\nECM document management system consists of four main points:\r\n<ul><li><span style=\"font-weight: bold; \">Capture:</span> Capturing information from hardcopy documents or online forms and transferring it into the system</li><li><span style=\"font-weight: bold; \">Manage:</span> Managing the captured data in a structured format that allows quick and easy retrieval</li><li><span style=\"font-weight: bold; \">Storing:</span> Securely storing files in a central repository that can be accessed from multiple locations</li><li><span style=\"font-weight: bold; \">Delivery:</span> Implementation of business process workflows to automatically move documents from one step to the next</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: bold; \">Five ways ECM software can benefit your organization</span></h1>\r\n<span style=\"font-weight: bold; \">Basic file sharing and library services.</span> At its core, enterprise document management software begins with basic file sharing and library services managed within a networked repository. Individuals and groups with predefined access rights and permissions can access the repository and then create, read, update and delete files stored within it.\r\nMany ECM applications support Content Management Interoperability Services, an industry standard that allows different vendors' products to interoperate; this is an essential capability within large enterprises that maintain content management tools from multiple vendors.\r\n<span style=\"font-weight: bold; \">Content governance, compliance and records management.</span> For many organizations, managing business documents or other content types is a critical use case for ECM. Companies subject to compliance or other industry regulations need document content management system software to capture, manage, archive and ultimately dispose of files after a predefined period.\r\nECM can ensure that only individuals with predefined permissions - determined by access controls - can update or view documents stored within a repository. An organization can thus manage document modification.\r\nIn addition, enterprise content management tools can log all actions, providing an organization with the capabilities to maintain an auditable record of all the changes to documents within the repository.\r\n<span style=\"font-weight: bold; \">Business process management.</span> Companies also use ECM to establish workflows that span departments and geographies to support extended enterprise and inter-enterprise business processes.\r\nMost ECM software provides tools to help both technical and non-technical business users define business processes. Most applications provide audit controls to track each step of the process and analytic capabilities to help identify inefficiencies and streamline business procedures.\r\n<span style=\"font-weight: bold; \">Content repositories linked to other enterprise applications.</span> Some companies use electronic content management software as a repository for documents created by other enterprise applications, including CRM, ERP, HR and financial systems. These enterprise systems can seamlessly access, view or modify content managed by the ECM.\r\n<span style=\"font-weight: bold; \">Enabling mobile and remote workforces.</span> Content management tools often include functionality to allow remote workers to access content from mobile devices. This is an increasingly important feature for many companies.\r\nMobile capabilities also enable new kinds of data capture and presentation functionalities. By combining content management capabilities with other data, for example, a political canvasser can use a tablet to enter new information about a political donor without having to start from scratch, as some of that information is already stored in a content management system. \r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/ECM_-_Enterprise_Content_Management.png"},{"id":69,"title":"Business Analytics","alias":"business-analytics","description":"Business Analytics is “the study of data through statistical and operations analysis, the formation of predictive models, application of optimization techniques, and the communication of these results to customers, business partners, and college executives.” Business Analytics requires quantitative methods and evidence-based data for business modeling and decision making; as such, Business Analytics requires the use of Big Data.\r\nSAS describes Big Data as “a term that describes the large volume of data – both structured and unstructured – that inundates a business on a day-to-day basis.” What’s important to keep in mind about Big Data is that the amount of data is not as important to an organization as the analytics that accompany it. When companies analyze Big Data, they are using Business Analytics to get the insights required for making better business decisions and strategic moves.\r\nCompanies use Business Analytics (BA) to make data-driven decisions. The insight gained by BA enables these companies to automate and optimize their business processes. In fact, data-driven companies that utilize Business Analytics achieve a competitive advantage because they are able to use the insights to:\r\n<ul><li>Conduct data mining (explore data to find new patterns and relationships)</li><li>Complete statistical analysis and quantitative analysis to explain why certain results occur</li><li>Test previous decisions using A/B testing and multivariate testing</li><li>Make use of predictive modeling and predictive analytics to forecast future results</li></ul>\r\nBusiness Analytics also provides support for companies in the process of making proactive tactical decisions, and BA makes it possible for those companies to automate decision making in order to support real-time responses.","materialsDescription":"<span style=\"font-weight: bold; \">What does Business Analytics (BA) mean?</span>\r\nBusiness analytics (BA) refers to all the methods and techniques that are used by an organization to measure performance. Business analytics are made up of statistical methods that can be applied to a specific project, process or product. Business analytics can also be used to evaluate an entire company. Business analytics are performed in order to identify weaknesses in existing processes and highlight meaningful data that will help an organization prepare for future growth and challenges.\r\nThe need for good business analytics has spurred the creation of business analytics software and enterprise platforms that mine an organization’s data in order to automate some of these measures and pick out meaningful insights.\r\nAlthough the term has become a bit of a buzzword, business analytics are a vital part of any business. Business analytics make up a large portion of decision support systems, continuous improvement programs and many of the other techniques used to keep a business competitive. Consequently, accurate business analytics like efficiency measures and capacity utilization rates are the first step to properly implementing these techniques.","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/Business_Analytics.png"},{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"}],"additionalInfo":{"budgetNotExceeded":"","functionallyTaskAssignment":"","projectWasPut":"","price":0,"source":{"url":"http://news.adobe.com/press-release/experience-cloud/microsoft-dynamics-365-and-adobe-experience-cloud-selected-24-hour","title":"Web-site of vendor"}},"comments":[],"referencesCount":0}},"aliases":{"1":["adobe-experience-cloud-microsoft-dynamics-365-for-24-hour-fitness"]},"links":{"first":"http://apis.roi4cio.com/api/implementations?page=1","last":"http://apis.roi4cio.com/api/implementations?page=1","prev":null,"next":null},"meta":{"current_page":1,"from":1,"last_page":1,"path":"http://apis.roi4cio.com/api/implementations","per_page":20,"to":1,"total":1},"loading":false,"error":null},"agreements":{"agreementById":{},"ids":{},"links":{},"meta":{},"loading":false,"error":null},"comparison":{"loading":false,"error":false,"templatesById":{},"comparisonByTemplateId":{},"products":[],"selectedTemplateId":null},"presentation":{"type":null,"company":{},"products":[],"partners":[],"formData":{},"dataLoading":false,"dataError":false,"loading":false,"error":false},"catalogsGlobal":{"subMenuItemTitle":""}}