A Day-in-the-Life withMicrosoft Dynamics CRM 2011

November 2010

1. The “Power of Productivity”

2. The Sales Conversation

3. The Customer Care Conversation

4. The Extended CRM Conversation

5. Summary

Agenda

The Power of Productivity

Customers have unparalleled access to product information

Barriers to switching rapidly eroding

Staff reductions mandate organizations do more with less

Positive customer experience key to success

A Competitive Landscape

92% flat or declining

8.1% increasin

g

“As product and price differentiation erodes, businesses are turning to customer experience to gain market share over their competitors.”

Customer Service Wave Report

Forrester Research

STAFF CHANGE OPINIONS % OF RESPONDANTS

Cutting IT Headcount by 1%-15% 50.3

Cutting IT Headcount >15% 12.4

Increasing IT Headcount 1%-5% 7.6

Increasing IT Headcount >15% 0.5

No headcount Increase/Decrease 29.2

“Adopting a productivity focus that changes the way we work is the only path to lock in productivity gains and earnings. Achieving productivity gains requires changing the way people work so they work smarter, achieve more, deliver greater quality and realize the value of their efforts.”

Mark McDonald, GVP

Gartner

Renewed Focus on Productivity

“Power ofChoice”Productivity”

The Sales Conversation

Productivity Is Key to Profitability

Sales Efficiency Sales Effectiveness

“High performing sales organizationsspend 30% less time throughout

the year on administrative tasks”

“High performing sales organizationsspend 40% more time each year

with their best potential customers”

Reprinted with permission from Driving Profitable Sales Growth: 2006/2007 Report on Sales Effectiveness  © 2008 Watson Wyatt Worldwide

Spending more timewith the right customers and prospects

Efficient, effective selling drives acquisition, retention of profitable customers

Increase sale output and efficiency

Microsoft’s Promise of Sales Productivity

Increase time with

customers

Achieve real-time insight

Improve conversion and

close rates

Shorten sales cycles

Contain costs without

sacrificing service

Increase timewith customers

Shorten sales cycles

Improve close rates

Achievereal-time insight

Differentiators

“Lead to Cash”

Native Outlook Client

Robust workflow

Insightful analytics

Mobile productivity

SFA Capabilities Today

Sales Productivity with 2011

1. Reduced “busy work”

2. Intelligent lead management

3. Improved team selling

4. Real-time sales performance

Real-Time Filtering: Reduced Busy Work

Allows sales staff to instantly zero-in on needed data

For example can use filters to display only opportunities of last two months

Excel-like filters for each column

Conditional Formatting: Instant Lead Scoring

Lead Scoring example: High probability leads in green font

Guided Wizard for easy rules creation

Formatting rules can be applied against any entity

Excel Export/Import: Improved Data Quality

True bi-directional sync with Excel

Sales person can work opportunities, export to marketing group where they make changes to lead and then import changes back into Microsoft Dynamics CRM

Changes made in Excel automatically incorporated in Microsoft Dynamics CRM

Team Ownership: Better Team Selling

Account ownership of Records

For example, you could have a “Large Account” team made of account managers, sales reps., sales manager, CSS agents, etc.

Team security roles and roll-up reporting

Contextual Docs: Streamlined Proposals

Embedded document management capabilities of SharePoint

Check-in/Check-out and lock-down capability

For example, sale team can create central repository of quotes and proposals for faster proposal creation

Inline Visualization: Improved KPI Tracking

Instant visualization of data most relevant to sales person

Can use pre-defined charts like Sales Pipeline

Built-in drill down capability

Can instantly create custom charts via guided wizard

Flexible Dashboards: Gleaning Insight

Can use multiple pre-built dashboards

Or can create personal dashboards via drag-n-drop controls

Easily bring in outside data like maps, financial data, etc.

The Customer Care Conversation

Reduction in call center resources

Agents saddled by multi-task environment

Mounting demands for operational efficiency

Increasing customer expectations

Customer Care Challenges

“On average, 40% of customers who suffer through bad experiences stop doing business with the offending company.”

What Service Customers Really Want by Dave Dougherty and Ajay Murthy – Harvard Business Review, Sept 2009

Increase time with

customers

Achieve real-time insight

Improve conversion and

close rates

Delight your customers and strengthen the bottom line

Shorten sales cycles

Contain costs without

sacrificing service

Streamlineissue resolution

Microsoft’s Promise of Customer Care

Contain costswithout sacrificing

service

Boost operationalefficiencies

Arm each action with insight

Differentiators:

360 customer view

Easy case handling

Built-in KB

Service scheduling

Streamlined processes

Customer Care Capabilities Today

Customer Care Productivity with 2011

1. Right data at fingertips

2. Faster Problem Resolution

3. Simplified work management

4. End-to-end KPI tracking

Most Recently Used Lists and Record Pinning: Minimizing Clicks

New features dramatically reduce clicks and windows which is huge time saver for call center reps.

Most Recently Used items displayed just with a click

Can pin most often used records (contacts, cases, accounts, etc.)

Pre-defined homepage presents most relevant info.

Flat UI: Simplified Case Tracking

New Flat UI dramatically reduces windows and tabbing back and forth and in turn reduce call time

Can easily scroll down for needed info.

Still have left-hand Nav. for users that want to jump to specific data point Contextual sub-

grids

Custom Activities: Improved Field Service

Now have complete flexibility to create any activity

For example, can create “Onsite Repair” activity and other Field Service related activities

Can instantly add new tasks, resources and resource groups to activity

Support for re-occurring appointments

Guided Dialogs: Guided Problem Resolution

Guided Dialogs provide robust call scripting capabilities

Can create many types of scripts. Multiple response example to left

Can enforce actions/tasks based on pre-defined rules

Troubleshooting script example

Queues: Streamlined Work Management

Can create queue against any entity in the database

Can create individual or team queues

Can lock-down queues until action is complete for sequential work management

For example, can create case escalation queue for important customers

Goal Management: Operational Efficiency

Can track goals against any entity

Useful for call centers that want to track average call time, first call resolution rate and other key metrics

Easy set-up process

With a click can generate reports for goal attainment

Auditing: Improved Accountability

System-wide auditingImportant for call centers who have strict SLAs

Can see all changes made at record or field level

Can create pre-defined auditing rules

The Extended CRMConversation

The Evolution from CRM To Extended CRM

Partner Relationship Management

Distributor Relationship Management

Patient Relationship Management

Employee Relationship Management

Contractor Relationship Management

Supplier Relationship Management

Asset Management

Property Management

Fleet Management

Land Management

Task Management

Event Management

Extended CRM leverages the flexible xRM Framework which allows organizations to easily configure and extend the capabilities of Microsoft Dynamics CRM.

Extended CRM is additive to core CRM and allows organizations to track and maximize the value of other relationship and assets and in turn extend the power of CRM.

Increase time with

customers

Achieve real-time insight

Improve solution relevance and business impact

Shorten sales cycles

Contain costs without

sacrificing service

Enhance value ofall relationships

Microsoft’s Promise of Extended CRM

Improvebusiness fit

Drive operational excellence

Increasebusiness agility

Differentiators:

Robust workflow engine

Multi-channel

communications

Powerful BI capabilities

Point-and-click

configuration

Powerful partner solutions

Extended CRM Capabilities Today

InteractionsRelatio

nshi

ps

Proc

essInsights

xRM Framework

Extended CRM Productivity with 2011

1. Impactful connections

2. Role-tailored experience

3. Greater industry relevance

4. Value-add solutions

Connections: Influencing the Influencers

Can create any kind of role and apply to any entity

Especially useful in sales cycle where there are multiple influencers (lawyers, consultants, tax experts, etc.)

Key enabler of Extended CRM

Each role can have distinct attributes

Social Connector: Bringing in Social Context

Social Connector in Outlook Client seamlessly brings in social data

For example, can instantly see LinkedIn or Facebook profile for given contact

Allows users to gauge online influence of contact

Role Tailored Forms: Tailored Fit

True role-based forms ensure data is relevant to each user

Can have multiple forms per entity

Drag-and-drop customization

Full control over presentation of forms

Drag and Drop UI: Effortless Customization

Useful “Click to Customize” feature

Drag-and-Drop UI

Can configure entity Body, Header or Footer

Can use Navigation Editor to customize left-hand navigation

Marketplace: One Stop Shop for Apps.

Central repository of complementary solutions for Microsoft Dynamics CRM

New optimized search logic

User generated ratings and reviews

Fully integrated to Microsoft Dynamics CRM

Solutions: Centralized Solution Management

Allows you to centrally manage solutions right within Microsoft Dynamics CRM

Multi-app server capability

Managed properties

In Summary

1. Familiar, intelligent and connected experience

2. Wealth of new features in 2011

3. Strong business value for SFA, CC & Extended

CRM

Microsoft Dynamics CRM 2011 Amplifies Productivity

Empower Your People withMicrosoft Dynamics CRM 2011!

© 2010 Microsoft Corporation. All rights reserved. Microsoft, Microsoft Dynamics, the Microsoft Dynamics logo, and [list other trademarks] are trademarks of the Microsoft group of companies. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as

of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft

cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.