Post on 03-Feb-2022
transcript
Agenda
• Year in Review
• Market Opportunity
• Roadmap
• xRM
• Software plus Services
• Resources
• Partner Commitments
CRM: The Year in Review
Another solid year of growth
• Partner readiness tour for CRM 4.0
• November: Partner Events in 2 Cities with over 200 attendees
• Customer launch events for CRM 4.0
• March: Customer Events in 5 Cities with over 570 attendees
Strong focus on readiness and launch
Big steps forward in competitiveness
• Strong SaaS enablement
• Strong international capabilities
CRM 4.0 delivers a big step forward
CRM Online launched in USA/Canada
• Core CRM is a $11B category today growing at a 8% CAGR to $14B by FY11
– SaaS solutions are forecasted to grow from 11% to 23% of revenue by FY11 (30% CAGR)
• Key trends:
– Sales automation: simple/SaaS/best-of-breed have won in recent years over more complex suite offerings/deployments
– Customer service / contact center: multi-channel with web integration is key trend; heavy customization and integration reqmts
– Marketing automation: complex marketing solutions are analytics-intensive; increasing focus on digital marketing & related svcs
Market Size by Functionality Area
Microsoft Confidential 6Source: IDC WW CRM Forecast, 2007
$3.4 B
$4.8 B
$2.3 B
$4.7 B
$6.4 B
$3.4 B
8%7%
10%
0%
3%
6%
9%
12%
-
$1 B
$2 B
$3 B
$4 B
$5 B
$6 B
$7 B
Sales Automation Customer Service Marketing Automation
FY07
-FY11 C
AG
R
WW CRM Application Revenue
FY07 FY11
Australian CRM Market
• Banking, Finance and Insurance led spending with a 32% share followed by telecommunications & Media (18%).
• CRM spending is dominated by NSW with 48% of the market followed by VIC (including Tasmania) and QLD with 24% and 11% respectively.
• Of the 14 sectors analysed, the average CRM penetration rate is 37%.
• Sectors with above average levels of CRM penetration include:
– Automotive Manufacturing (51%)– Professional Services (44%).– Durable Good Distribution (44%).
• Sectors with low levels of CRM usage and hence good opportunity include:– Mining (23%)– Personal & Other Services (24%)– Education Services (28%)
• Both SaaS and on-premise inclined organizations share the same business objectives
• More than 80% of customers cite the following reasons for implementing CRM:
1. Expand business through new customer acquisitions
2. Expand business by increasing engagements with existing customers
3. Improve customer service and minimize customer turnover
4. Streamline business operations and processes
5. Reduce costs
6. Eliminate risks for my business
CRM Drivers in the Market
Microsoft Confidential 9Source: Microsoft Research, March 2008
Why do some organizations opt for on-
premise?
Why do some organizations opt for SaaS?
64%
65%
66%
70%
71%
71%
74%
76%
Customization and Configuration
Integration
Flexibility
Initial Cost
Privacy Concerns
Ongoing Cost
Control Over Data
Security
47%
49%
56%
59%
71%
79%
Substitute upfront costs vs monthly pmts
Support mobile & remote users
Lack of in-house IT staff
Gaining feature/ functionality not in
licensed apps
Speed of implementation & deployment
Lower overall costs
Microsoft Dynamics CRM Suite
Full CRM suite capabilities and application flexibility
-Interactions-Marketing-Sales-Service-xRM-Business Process-SOA-Flexible Deployment
Microsoft Dynamics CRM Roadmap Overview
MicrosoftDynamicsCRM 4.0
20092008
Microsoft Dynamics
CRM Online“R1”
“Open Access”scale-out
MicrosoftDynamics
CRM Online“R2”
Online marketingand more
MicrosoftDynamics
CRM Online“R3”
Multi-languageand more
MicrosoftDynamics“CRM 5”
MicrosoftDynamics
CRM Online“R4”
New Microsoft Dynamics CRM 5
capabilities
Microsoft Confidential 13
MobilityAdapter for
Microsoft BiztalkServer
SharePoint List Web Parts
Solution Accelerators
Extensions to Dynamics CRM 4.0
Reach Client(HTML)
Windows Mobile BlackBerry
Available through
TenDigits (marketing alliance)
• Rights to promote TenDigits mobility as part ofMicrosoft marketing materials and messaging
• Inclusion in broad CRM & Windows Mobile Campaigns
• CRM Mobile marketing collateral and demo materials
• Windows Mobile version by end of 2008
Fully supported
CRM Mobile Express
Beta Release: Q1 FY09
Supported Release: Q1 FY09
Mobility: Delivering on market needs
Solution Accelerators May Consist of:
• Entities, Forms, ViewsData
• Workflow configurationsWorkflow
• i.e. custom reportsBI
• Full source code samples (strictly adhering to SDK guidelines)Source Code
• Installation, operation, localization, and extending the solutionDocumentation
How do Solution Accelerators Help Partners
Shorten the sales cycle with a killer demo or POC
Rapidly deliver value with supported, out-of-the-box functionality
Further extend CRM functionality to deliver a full business solution
Analytics Accelerator
• BI for Microsoft Dynamics CRM 4.0
• Delivers sales, service and marketing dashboards
WHAT IS IT
• View rich scorecards through SSRS, SharePoint and PerformancePoint
• Browse pre-built OLAP cubes for deeper analysis
ALLOWS USERS TO
• Drive business insights to generate new services $$$
• Deliver that compelling BI demo
• Use as competitive tie break
HOW YOU
BENEFIT
Available Q3 CY2008
Sales Methodologies Accelerator
• Tools to drive adoption of 3rd party sales methodologies such as SPI Solution Selling, Miller Heiman, Target Account Selling (TAS)
WHAT IS IT
• Consistently follow the required sales methodology from the comfort of Microsoft Dynamics CRM
ALLOWS USERS TO
• Confidently deliver the sales methodology of choice for your customers
HOW YOU
BENEFIT
Available Q3 CY2008
Event Management Accelerator
• Functionality to plan, execute, and review events
WHAT IS IT
• Plan venue, presenters, target audience
• Send invitations, automate web registrations and track event attendance
ALLOWS USERS TO
• Broaden the Microsoft Dynamics CRM offering with event management functionality
HOW YOU
BENEFIT
Available Q3 CY2008
eService Accelerator
• Self-service portal for enhanced customer service integrated with Microsoft Dynamics CRM 4.0
WHAT IS IT
• Edit their profile
• View, raise, and close cases
• Search the Knowledge Base
• Schedule services
ALLOWS USERS TO
• Open Microsoft Dynamics CRM 4.0 as a multi-channel solution
HOW YOU
BENEFIT
Available Q3 CY2008
Microsoft Confidential 22
Enterprise Search
Business Productivity
CRM Notifications
Extended Sales Forecasting
Health Care
Additional Accelerators
Vertical Accelerator for Healthcare
• Built on Microsoft Dynamics CRM 4.0
– Showcases how Microsoft Dynamics CRM is relevant to customers in the healthcare industry
– Provides a baseline for partners/customers for further development.
• Includes:
– Relationship Management BDM/TDM deck
– Value proposition document
– Demo DIFF file for CRM 4.0 RTM VPC to make healthcare demos
– Sample demo map: outline for a demo of CRM to healthcare industry
– Sample data model
• Microsoft Dynamics CRM and healthcare information
– http://www.microsoft.com/dynamics/crm/product/healthcare.mspx
– http://www.codeplex.com/crmverticaltemplates/Release/ProjectReleases.aspx?ReleaseId=13323
xRM Government – Big Opportunity
Public SafetyGlobalisation
and EconomyEnvironmental
Control
Urbanisation Demographic
Time bomb
ComplianceService
Complexity
Revenue KPIs
Technology
Performance Point Performance Management
Forefront
Security
System CenterServer Management
BizTalk
Integration
VistaDesktop Services
OCSCommunications
Citizen Service Platform Capabilities
Citizen Service
Platform
Truly a Software Plus Service Opportunity
$7.2$8.0 $8.8 $9.7
$28.3$31.0
$33.8$36.8
$0
$5
$10
$15
$20
$25
$30
$35
$40
2007 2008 2009 2010
**B
illio
ns
of
US$
CRM Software CRM Services
Sources: *Gartner Dataquest 2006, **Forrester Research, 2007
CRM subscription
revenue projected to
grow to 22% of total CRM software
revenue by 2010*
Power of Choice enables our partners to take advantage of all CRM growth areas
Performance and Scalability
Scale flexibly and efficiently across local or global enterprise deployments
Microsoft Advantage
• Leverage optimisation throughout
the .NET, Windows, SQL and
Exchange platform
• Configure to meet user experience,
bandwidth and hardware
requirements across wide area
networks
• Scale flexibly up and out across
application and data tiers
Performance and Scalability Components• Service grid architecture• Deployment choice• WAN performance optimization• Load balance clustering
• Web farm clustering• Exchange clustering• SQL Server clustering• SQL mirroring
Microsoft Dynamics CRM S+S Partnering Framework
Customers
Service Providers/Microsoft
ISVsSIs
Resellers
Develop vertical or specialised CRM solutions
Expand On Premise solutions to On Demand
Large ISVs may self-host, but most will partner with Service Providers
Implement forSPs and ISVs
Expand On Premise business to deliverOn Demand offering
Host and bundle with existing services to cross-sell existing customers
Private label for VARs/SIs
Host for ISVs
Marketing and Advertising
• Market to customers– Campaigns-in-a-box– Royalty-free images– Customer-ready sales offers– Branding elements
• Sell to customers– Telemarketing scripts– Proposal templates– Case studies– Demos and trials
CRM Statement of Direction - Now Available
• Outlines future direction of Microsoft Dynamics CRM through to the next major release, which will be aligned with the Office 14 wave of product releases due in late 2009/early 2010.
• This document is intended to be periodically updated as details are developed. Updates will be posted online.
• Not intended to be a detailed specification as items may change or be dropped over the course of time.
• Get it from PartnerSource: https://mbs.microsoft.com/partnersource/marketing/statementofdirection/MD_CRM_SOD.htm
• Refer your customers to it on CustomerSource:https://mbs.microsoft.com/customersource/documentation/whitepapers/md_crm_sod.htm?printpage=false
Developer Ramp Up Toolkit – Now Available
• Based on lessons learned during 18 months of instructor-led training by the DPE group as part of the DPE Metro Early Adopter initiative.
• The kit drills into development details and explains how .NET-based developers can interact with the Microsoft Dynamics CRM platform. It includes videos, presentations, hands-on labs, and a VPC environment for practicing.
• Audience: .NET developers wanting to quickly ramp-up on Microsoft Dynamics CRM 4.0 development practices and techniques
• Where to get it: http://msdn.microsoft.com/en-us/library/cc720132.aspx
CRM Marketing and Sales Resource Guide
• This comprehensive guide is a ‘one-stop’ place to find information related to Microsoft Dynamics CRM. Categories of information include:
– Understanding Customer Relationship Management
– Microsoft Dynamics CRM Product Overview
– Marketing Microsoft Dynamics CRM
– Selling Microsoft Dynamics CRM
– Microsoft Dynamics CRM Resources
• Get it from PartnerSource: https://mbs.microsoft.com/partnersource/partneressentials/guides/MD_CRM_MSResourceGuide.htm
Dynamics & Microsoft Essential Business Server
•Simplify and lower TCO of maintaining Dynamics apps across your infrastructure with Windows Essential Business Server
•Major Benefits:
– Reduce IT Costs
– Reduce Complexity: Gain More Control
– Increase Efficiency with Microsoft Dynamics Integration Components Add-In
•More Information:– www.microsoft.com/dynamics
– www.microsoft.com/windowsserver/essential/ebs/editions.mspx
Useful Links and Resources
• Learn more about CRM– http://crm.dynamics.com (customer-facing)
– http://www.microsoft.com/dynamics/crm/default.mspx (customer-facing)
– https://mbs.microsoft.com/partnersource/ (partner only)
– http://www.microsoft.com/downloads/ (search “Dynamics CRM”)
– http://microsoft-crm-au.spaces.live.com/ (Dynamics CRM in Australia BLOG)
– Australian Dynamics CRM 4.0 Product Info on Windows Live Skydrive– http://citizenserviceplatform.com/default.aspx
Increase your win rate
Increase your share of wallet and revenue per deal
Expand your market and address more customer opportunities
Retain a greater percentage of your customers
Add higher margin offerings to your software and service portfolio
Partner Commitments
• Become a Microsoft Partner
• Get MBS Certified
• Enroll in CSA Program
• Learn more about Dynamics CRM
• Profile yourself in Partner Solution Profiler
SystemIntegrator
• Become a Microsoft Partner
• Get MBS certification o partner for it
• Enroll in SPLA
• Learn more about Dynamics CRM
• List yourself on the Communications Sector CRM page
• Profile yourself in Partner Solution Profiler
• Introduce yourself to your Hosting Solution Specialist
Service Provider
Summary
Lots of room for growth in our business
Increased competitiveness in our products
New tools and campaigns to drive business
Strong talent in the Field and Channel
Strong commitment from Corporate
Sales Force Automation
Microsoft Confidential 44Sources: Gartner
Customer Service / Contact Centers
Gartner Vendor Ratings by Functional Area
CRM Notifications Accelerator
• Newsfeeds that allow users to subscribe to CRM “events” relevant to their job role
WHAT IS IT
• Choose how to receive information (Outlook 2007, Vista Gadgets, I.E.) about topics you care about (e.g. new leads, trouble tickets, etc.
ALLOWS USERS TO
• Drive a role-tailored subscription experience for your users
HOW YOU
BENEFIT
Available Q3 CY2008
Business Productivity Accelerator
Available Q3 CY2008
• Collection of time-saving productivity customisations for Microsoft Dynamics CRM 4.0
WHAT IS IT
• Conduct business data auditing
• Sales, Service and Marketing workflows
• Microsoft Solution Selling Process (MSSP)
ALLOWS USERS TO
• Deliver customer value quickly with these time-saving and innovative customisations
HOW YOU
BENEFIT
Extended Sales Forecasting Accelerator
• Richer forecasting mechanism for Microsoft Dynamics CRM 4.0
WHAT IS IT
• Quickly classify pipeline as High, Low or Commit
• Track budget for nominated periods
• Generate forecast reports
ALLOWS USERS TO
• Deliver flexible yet SIMPLE sales forecasting for your customers
HOW YOU
BENEFIT
Available Q3 CY2008
Enterprise Search Accelerator
• Display and search Microsoft Dynamics CRM data from within SharePoint
WHAT IS IT
• Use one central search to find e-mails, documents, web content, and now Microsoft Dynamics CRM data
ALLOWS USERS TO
• Drive services revenue through enterprise search solutions
• Configure audience-specific SharePoint portals with CRM data
HOW YOU
BENEFIT
Available Q3 CY2008