Driving Productivity with Microsoft Dynamics CRM

Presenter NamePresenter TitlePresenter Date

Customers Drive Business Success

Effectively managing the customer lifecycle – from marketing to sales to service – is critical to

every company’s profitability and growth.

“… companies with high customer satisfaction scores have blown the S&P 500 out of the water, especially over the last few years. Not only have they produced higher stock returns, but their stock values and cash flows have been less volatile.”

- Harvard Business Review, March 2007

But Traditional CRM Vendors Have Failed

“User adoption remains a challenge,with 33% to 47% of customer management

applications facing serious adoption issues.”

AMR Research, September 2007

“Spending has reached an all-time high, with expectations nearly as lofty. But implementationfailure rates have not improved, nor have ROI metrics.”

AMR Research, September 2007

Fits Your PeopleThe right user experience for every user role

Now You Can Get CRM That…

Fits Your BusinessConfigures quickly to meet your specific needs

Fits Your EnvironmentDeploys quickly and integrates existing assets

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

Microsoft CRM at a Glance

• Over 11,000 customers

from small to enterprise

• Over 500,000 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

Mid-size CompaniesSmall Businesses Large Enterprises

Dynamics CRM: Global Customer Base

Driving Global Customer Success

Nortel relies on the enterprise scalability and performance ofMicrosoft Dynamics CRM for a global deployment of 3,000+ users.

ING configured Microsoft Dynamics CRM to deliver a moreproductive global system for purchasing and vendor management.

MCF deployed Microsoft Dynamics CRM to reduce servicecall times by 80% per call and order entry time by 90%.

Equinox uses Microsoft Dynamics CRM to drive its sales processes,with staff productivity up 8% and manager productivity up 5%.

Cold Stone Creamery runs their membership club on MicrosoftDynamics CRM, saving millions of dollars over three years.

Mitsubishi Caterpillar

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

Drive Fast and Productive Sales

A lead is created withthe appropriatesales workflow.

The lead is automaticallyrouted to inside salesto qualify and assign.

The lead is passed to the right sales person to

close the opportunity.

A prospect requestsmore information

via the web.

Fast, Consistent Customer Service

• Comprehensive customization and core platform capabilities ensures business agility

• Advanced workflow ensures consistency or service experience

• Complete range of service analytics from basic reporting to sophisticated OLAP and predictive modeling

Drive Fast and Consistent Service

The service case is created with an appropriate

service workflow.

The lead is automaticallyrouted to the

best available agent.

Service requests comein via phone, web,or other channels.

The knowledge baseis searched and solutions are

suggested.

Fast, Effective Marketing Management

• Intuitive segmentation tools drive superior target selection

• Workflow-driven processes increasereach and relevancy

• Seamless tracking of cross-channel communications saves time and money

Drive Fast and Effective Marketing

A new campaign is budgeted, approved,

targeted, and executed across multiple channels

Campaign responsesare captured;ROI is tracked

and reported continuously

The Power of Choice for Software + Service

• Choose how you USE IT - Outlook, browser, mobile

• Choose how you GET IT - Software or service

• Choose how you BUY IT - Own it or rent it

• CHANGE it any time as your business needs change

Why Choose Microsoft CRM?

““Buyers also like Microsoft Dynamics CRM’s

usability and its quick time-to-value

compared with traditional CRM applications.”- Forrester Research, February 2007

“If you know how to use any of Microsoft’s desktop tools, you know how to use Microsoft’s CRM

product.”- AMR Research, November 2007

DISCUSSION

APPENDIX

Dynamics CRM for Small Business

• Microsoft Dynamics CRM delivers solutions for thousands of small businesses around the world

• Key requirements:

• Easy, intuitive user experience for Outlook and Internet Explorer

• Integrated marketing, sales, and service capabilities

• Easy configuration of reports, workflow, and more

Small Businesses

Dynamics CRM for Midsize Companies

• Microsoft Dynamics CRM delivers solutions for thousands of midsize companies around the world

• Key business and IT requirements:

• Easy, intuitive user experience for Outlook and Internet Explorer

• Integrated marketing, sales, and service capabilities

• Easy configuration of screens, workflow, and data model

• Web services integration

Mid-size Companies

Dynamics CRM for the Enterprise

• Microsoft Dynamics CRM delivers solutions for hundreds of large enterprises around the world

• Key business and IT requirements:

• Role-tailored user experience

• Easy configuration of screens, workflow, and data model

• Web services integration

• Flexible SOA platform

• Enterprise scalability

Large Enterprises

Microsoft Dynamics CRM Business Architecture