Developing ISV applications using Microsoft Dynamics CRM
Fukiat [email protected]
Partner Technology Specialist
Microsoft (Thailand) Limited
Agenda
• What’s Microsoft Dynamics CRM 4.0
• Partner Opportunity
• CRM Components
• Underlying Architecture
• Resources
• Q&A
Microsoft Technology Platforms & Services Division
BusinessDivision
Entertainment & Devices Division
Microsoft Dynamics
A complete CRM suite including sales force automation, marketing and service management
Small business financial managementRetail management and point of saleIntegrated contact management, accounting and online services packaged with Microsoft Office
Broad business management suites including financial management, supply chain management and customer relationship management functionalityMicrosoft Dynamics AX
Microsoft Dynamics GPMicrosoft Dynamics NAVMicrosoft Dynamics SL
Microsoft’s Vision for CRM
Deliver an easier and more natural user experience
Deliver highly configurable workflow
and analytics
Works the way your business does
Deliver a flexible platform that
simplifies integration
Works the way technology should
Works the way you do
Magic Quadrant
Magic Quadrant for
Sales Force Automation
Robert P. Desisto, Gartner, Inc.July 15, 2008
Magic Quadrant for CRM Customer
Service Contact Centers, 2008
Michael Maoz, Gartner, Inc.March 19, 2008
The Magic Quadrant is copyrighted March 19 and July 15, 2008, respectively by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. The Magic Quadrant graphic was published by Gartner, Inc., as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from Microsoft.
• Over 15,500 customers
from small to enterprise
• Over 750,000 users in more
than 80 countries
• Global network of software
and services partners
• Fast, flexible, and
affordable
• Full CRM suite of marketing,
sales, and service
• Native Office experience for
rapid adoption
• Multi-language with more
than 25 languages
• Advanced SOA / Web
services architecture
Microsoft Dynamics CRM at a Glance
Mid-size CompaniesSmall Businesses Large Enterprises
Microsoft Dynamics CRM: Global Customer Base
Truly a Software Plus Service Opportunity
$7.2 $8.0 $8.8 $9.7
$28.3$31.0
$33.8 $36.8
$0
$10
$20
$30
$40
2007 2008 2009 2010
**B
illio
ns o
f 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
Gartner 2007 CRM User Survey Question:
What are the three main drivers for your CRM initiative?
Why Are Customers Buying CRM?
Source: 2007 Gartner User Survey Analysis, North America
Key drivers for deploying CRM have changed. Today it’s about improving service and customer loyalty.
Fits Their PeopleThe right user experience for every user role
Why Are Customers Buying Microsoft Dynamics CRM?
Fits Their BusinessConfigures quickly to meet their specific needs
Fits Their EnvironmentDeploys quickly and integrates existing assets
Microsoft Dynamics CRM Suite
Full CRM suite
capabilities and
application
flexibility
-Interactions-Marketing
-Sales-Service
-xRM-Business Process
-SOA-Flexible Deployment
Fast, Productive Sales Management
• Familiar interfacedrives user adoption and increased productivity
• Workflow-drivensales processesensure consistencyand efficiency
• Full spectrum of sales intelligence capabilities provides insight and accurate forecasts
Microsoft Dynamics CRM Architecture
The Microsoft Dynamics CRM Server architecture can be divided into
the following conceptual layers:
• Presentation
• Application
• Platform
• Database
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Microsoft Dynamics CRM Server
Microsoft Dynamics CRM Server integrates with the following technologies:– Microsoft Windows® Server™ 2003, 2008 – Microsoft® Active Directory®– Microsoft Small Business Server ® 2003 R2– Microsoft SQL Server 2005 – SQL Reporting Services 2005– Microsoft Exchange Server 2003, 2007
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Microsoft Dynamics CRM Clients
A common user interface
• ISV’s and implementers can customize the UI once and the changes are automatically available to any client
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Customization Methodology
– Levels of Customizations
• CRM customizations can be considered a continuum of enhancements from Simple to Complex
• Business Requirements should drive changes
• Using an ice cream analogy, balance an out-of-the-box deployment (vanilla) versus “Everything for everyone” (Rocky Road)
Simple
Complex
Vanilla
Rocky
Road
French
Vanilla
Cherries
Jubilee
Chocolate
Chip
Cookie
Dough
Out of the Box
Advanced ISV
Customizations
SDK & .NET
Extensions
Application
Event
Programming
Customizing
Forms and
Views
Customizing
Schema &
Reports
UI Customization
• The basic customization tools can be found in the Settings > Customization area of the Navigation pane.
• The customization tools described in this training are included in the Customize Entities group.
Customizations
• Customizing Forms
– Forms are used for entering data for a given entity.
– Form customizations typically include:
• Modify an existing form to add new tabs, sections, and fields.
• Re-arrange each of these items to simplify the way users view and enter data.
• Remove any of these items.
• Modify field properties such as labels and layout options.
Entity Relationships
• Supported relationships:
– 1:N System to Custom
– 1:N Custom to System
– 1:N Custom to Activity/Note
– 1:N Custom to Custom
– Self-Referential
– N:N
– System to System
Patients and Contacts
Capture Patients, Staff, and Other Contact Profile Data in a Central Repository
Accelerators for Microsoft Dynamics CRM
Each module may consist of
• Data configurations: Entities, Forms, and Views
• Workflow configurations• BI elements such as custom reports• Full source code samples (strictly
adhering to SDK guidelines)• Documentation for installation,
operation, localization, and extending the solution
What Accelerators Do for Partners and Customers
• Realize the benefits of CRM as a solution platform
• Deliver the killer demo or POC and shorten the sales cycle
• Demonstrate value more quickly with out-of-the-box functionality
• Reinforce Microsoft’s commitment to customer and partner success by delivering innovation between major releases of Microsoft Dynamics CRM
What are Accelerators?Add-on modules that deliver extended capability to CRM 4.0
Accelerators for Microsoft Dynamics CRM
• Analytics• eService• Event Management• Enterprise Search• Sales Methodologies• Extended Sales Forecasting• CRM Notifications• Business Productivity
Analytics
• Extended BI for Microsoft Dynamics CRM 4.0• Delivers sales, service and operations dashboards
WHAT IS IT?
• View rich scorecards through SSRS, SharePoint and PerformancePoint Server
• Browse pre-built OLAP cubes for deeper analysis
ALLOWS USERS TO
• Drive business insights to generate new services revenue
• Deliver that compelling BI demo• Use as tie-breaker in competitive situations
PARTNER BENEFITS
eService
• A configurable self-service portal for enhanced customer service through Microsoft Dynamics CRM 4.0
WHAT IS IT?
• Edit their profile• View, raise, close and re-open cases• Search the Knowledge Base• Schedule services
ALLOWS USERS TO
• Open Microsoft Dynamics CRM 4.0 as a multi-channel solution
PARTNER BENEFITS
Performance and Scalability
Scale flexibly and efficiently across local or global enterprise deployments
Microsoft Advantage
• Tested to 24,000 concurrent users with
sub second response
• Tested to 1 billion database records with
sub second response
• Tested to deliver WAN bandwidth
improvements of up to 94%
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
Licensing Microsoft Dynamics CRM
Deployment Options Licensing Models Sample SKUs
On-Premise• Volume Licensing• Business Ready
Licensing (BRL)
User CALsDevice CALsFull CALsLimited Use CALs
On Demand Partner-Hosted
Services Provider Licensing (SPLA)
Service Provider Edition SALs
On DemandCRM Online
CRM Online Professional SALsProfessional Plus SALs
Because “one size fits all” doesn’t apply to your customers…Choice in licensing frameworks helps you win different types of deals
Business
Strategy
Solution
Planning
Hardware
Setup
S/W
Install
Process
Modeling
Data
Modeling
Integrate
Apps
Change
MgmtTraining
8 days 3 days 2 days 1 day 5 days 5 days 15 days 5 days 5 days
$160 – 250/hr $160 – 250/hr $95 – 135/hr $95 – 135/hr $120 – 170/hr $120 – 170/hr $120 – 170/hr $100 – 150/hr $100 – 150/hr
50 seat opportunity…
On-Premise CRM: 49 days (average)Hosted CRM: 46 days (approximate)
Partner services revenue:
Partner Services Opportunity
Microsoft Dynamics CRM Resources
• Microsoft Dynamics CRM 4.0 Virtual Machine
– http://www.microsoft.com/downloads/details.aspx?FamilyID=dd939ed9-87a5-4c13-b212-a922cc02b469&displaylang=en
– This demonstration also contains Microsoft SQL Server 2005, Microsoft Visual Studio 2005, Microsoft Office Communications Server and client, Microsoft SharePoint services, and Microsoft PerformancePoint Server 2007. Full details about the image are included in the virtual machine itself.
• Microsoft Dynamics CRM 4.0 Software Development Kit (SDK)
– http://www.microsoft.com/DownLoads/details.aspx?familyid=82E632A7-FAF9-41E0-8EC1-A2662AAE9DFB&displaylang=en
• Developer Ramp up Kit for Microsoft Dynamics CRM
• http://msdn.microsoft.com/en-us/library/cc720132.aspx
Developer Ramp up Kit for Microsoft Dynamics CRM
• This kit is for .NET based developers who want to ramp up and build on top of the Microsoft Dynamics CRM platform. Microsoft Dynamics CRM 4.0 usesfamiliar components such as Web Service endpoints, Windows Workflow Foundation, SSRS reporting, and more; making it a general purpose platform for any line-of-business applications. Developers can use their existing .NET skills to take advantage of various features of the Microsoft Dynamics CRM platform. This kit drills into the details of such development and explains how developers can connect, extend, and embed with the Microsoft Dynamics CRM platform. It includes presentations, hands-on labs and a VPC environment for practicing. This content was delivered earlier as part of the Metro Early Adopter initiative and the video recordings of the ramp-up presentations are included as well.
http://msdn.microsoft.com/en-us/library/cc720132.aspx
Next Steps You Can Take
• Become a Microsoft Partner
• Get MBS Certified
• Enroll in CSA Program
• Learn more about Dynamics CRM
Value-Added
Reseller
• Become a Microsoft Partner
• Get MBS Certified
• Enroll in CSA Program
• Learn more about Dynamics CRM
• Profile yourself in Partner Solution Profiler
System
Integrator
• Become a Microsoft Partner
• Get MBS Certified
• Learn more about Dynamics CRM
• Profile yourself in Partner Solution Profiler
• Introduce yourself to a Developer Evangelist
Independent
Software Vendor
•Become a Microsoft Partner
•Get MBS certification or 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
• Become a Microsoft Partner
• Learn more about Dynamics CRM
• Profile yourself in Partner Solution Profiler
System Builder
• Become a Microsoft Partner
• Learn more about Dynamics CRM
• Profile yourself in Partner Solution Profiler
Small Business
Specialist
Useful Links and Resources
• Learn more about building your business on the Microsoft Dynamics platform• http://www.innovateonmicrosoftdynamics.com
• Microsoft Dynamics CRM Developer Center• http://msdn.microsoft.com/en-us/dynamics/crm/default.aspx
• Use Microsoft Dynamics CRM within your own organization:• https://partner.microsoft.com/global/program/programovervie
w/40029254
• Get your solution “Certified for Microsoft Dynamics”• http://www.microsoft.com/dynamics/partners/cfmd.mspx
ขอบคุณครับ
ฟูเกยีรติ จุลนวล[email protected]
Partner Technology Specialist - Microsoft Dynamics
Microsoft (Thailand) Limited