Patrick Kreuzer, CEO, ITVT Group opens the event with the Hype Cycle for CRM Sales and Customer Service: What if an algorithm could help you find out which deal has the highest probability of closing that day? Better yet, what if it gave you step-by-step instructions on what to do? (Source: Gartner, August 2018). Patrick Kreuzer thus builds a bridge to the presentations by Stefan Köhler, IT Program Manager CRM, thyssenkrupp Materials Services and Johannes Wagner, Team Lead Data Science, ITVT Group. Key Performance Indicators (KPIs) bring the really important things into focus and that is why Mr. Kreuzer ends his presentation with a key figure: “Microsoft Dynamics 365 generates $16.97 for every dollar spent.” (Source: Nucleus Research, September 2018)
Dynamics 365 is more than CRM! For thyssenkrupp Materials Services it is the platform for customer relationship experience!
Stefan Köhler sees a template strategy (ITVT CRM Industry Solution) and change management as key factors for a successful CRM introduction. “The combination of predefined processes from the Industry Solution and the focus on a scope geared to business needs supports the change process and increases the acceptance of the solution.” Comprehensive support in the form of internal campaigns, training and workshops is an essential prerequisite for the success of the introduction of a CRM system. A system only lives when it is used and for this to happen, employees must recognize the benefits/added value. “Dynamics 365 is more than CRM! For thyssenkrupp Materials Services, it is the platform for customer relationship experience!” Many other projects, such as product recommendations with artificial intelligence, extend the platform in a beneficial way.
Artificial intelligence is ready for the market!
Do you sometimes wish for an environment that understands you better, every day? What was once a dream is now reality. Artificial intelligence (AI) can recognize needs before they are even spoken out loud. Johannes Wagner uses practical examples to explain the added value that AI and machine learning can provide. After just 2 weeks of productive operation, the AI ​​cross-selling solution was able to achieve 10% of the customer’s annual target. The ingredients for this are simple: historical sales data for analyzing purchasing behavior and Azure Machine Learning for customer segmentation and creating comparison groups. The result is an automated product recommendation directly in CRM/Dynamics 365 and integrated success measurement. There are numerous possibilities, from identifying customer potential to automatic document evaluation and predictive maintenance. Artificial intelligence is ready for the market!
Automatically generate documents, integrate data
Our guest Johannes Linder, Lead Technical Evangelist, dox42 showed the participants in 5 minutes how complex documents can be automatically generated from Dynamics 365. Powerpoints, images, tables and advertising texts from different data sources such as SharePoint can be quickly merged into one document.
57% of purchasing decisions have already been made before speaking to sales.
Christian Mainka, technology consultant, Microsoft, starts his presentation after the coffee break with a few figures. “57% of purchasing decisions have already been made before speaking to sales. 49% of sales staff ignore more than half of the leads in marketing.” (Source: Gartner) We know this from our own private lives – we do a lot of research online and look at several offers before we make a decision. Accordingly, the interested party must be provided with the right information at the right time. In addition to strong coordination between marketing and sales, this requires system support. Dynamics 365 for Marketing not only offers the possibility of close collaboration, but also the possibility of carrying out efficient marketing campaigns and events and then evaluating them. “Meet the Experts” is rounded off with the presentation “Everything is digital – How to create value in the digital maze” by Dr. Julia Oppermann and Dr. Dirk Weiss, Roland Berger. The chemical industry is in the midst of digital change. Within this transformation journey, everything is digital, which ultimately leads to many parallel digital initiatives. The result is a labyrinth of digital duplicates and challenges in the overall management of the digital transformation. In order to master the challenges in a value-oriented manner, according to Ms. Oppermann and Mr. Weiss, classic strategic transformation management methods are required in addition to modern methods such as design thinking. “If you can dream it, we can make it.” Roland Berger’s vision reflects the entire day and the statements of the speakers very well. Many thanks to all participants and speakers who made “Meet the Experts” so exciting and lasting!
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