Microsoft Dynamics CRM Microsoft Dynamics CRM Solution OverviewSolution OverviewNameNameTitleTitleMicrosoft CorporationMicrosoft Corporation

SOLUTIONS

Microsoft CRM | Microsoft CRM | At A GlanceAt A Glance

• Over Over 6,000 customers6,000 customers• Over Over 150,000 users150,000 users • Over Over 1,500 partners1,500 partners• Full suiteFull suite of marketing, of marketing,

sales, and servicesales, and service• Native OfficeNative Office experience experience• Web servicesWeb services architecture architecture• Fast, flexible,Fast, flexible,

and and affordableaffordable• Available in Available in 22 languages22 languages**

Microsoft CRMMicrosoft CRMCustomer Growth WorldwideCustomer Growth Worldwide

FY 03 FY 04 FY 05

+100%+100%

+100%+100%

* Version 3.0 through mid-2006* Version 3.0 through mid-2006

Information current as of March 2006Information current as of March 2006

What What IsIs CRM? CRM?

• Customer-facingCustomer-facing– Sales, service, and marketing activitiesSales, service, and marketing activities

• Process-focusedProcess-focused– Workflow drives consistent executionWorkflow drives consistent execution

• Team-orientedTeam-oriented– Collaborate with others inside and outsideCollaborate with others inside and outside

of the organizationof the organization

How does it differ from simpleHow does it differ from simple“contact management”?“contact management”?

Major Problems With “First-generation” Major Problems With “First-generation” CRMCRMA 2004 AMR Research study found thatA 2004 AMR Research study found that• 28 percent of CRM projects 28 percent of CRM projects failed to go livefailed to go live• 33 percent had 33 percent had serious user adoption problemsserious user adoption problems

A 2005 Forrester Research study found thatA 2005 Forrester Research study found that• Two-thirds of respondents were Two-thirds of respondents were unhappyunhappy with with

the ease of use of their CRM systemthe ease of use of their CRM system• More than half of respondents were More than half of respondents were not satisfiednot satisfied

with their CRM system's return on investment (ROI)with their CRM system's return on investment (ROI)

What Do Businesses Need From A CRM System?What Do Businesses Need From A CRM System?

• Reliable user adoptionReliable user adoption– If people won’t use it, it has no valueIf people won’t use it, it has no value

• Great business fitGreat business fit– Consistent processes and real-time visibilityConsistent processes and real-time visibility

• Fast, flexible, and affordable technologyFast, flexible, and affordable technology– Quick to deploy and easy to manageQuick to deploy and easy to manage

Works the Way Your Business DoesWorks the Way Your Business Does• Easily adapts to each company’s needsEasily adapts to each company’s needs• Powerful workflow and analyticsPowerful workflow and analytics

Works the Way Technology ShouldWorks the Way Technology Should• Fast to deploy and easy to manageFast to deploy and easy to manage• Powerful Web services architecturePowerful Web services architecture

Works the Way You DoWorks the Way You Do• Native Office and Outlook experienceNative Office and Outlook experience• Full range of mobile solutionsFull range of mobile solutions

SalesSales ServiceService

MarketingMarketing

Microsoft CRM | Microsoft CRM | The Next WaveThe Next Wave

A A completecomplete CRM suite that CRM suite that leverages the power and leverages the power and

productivity of the Microsoft productivity of the Microsoft platformplatform

Microsoft CRM | Microsoft CRM | Works The Way You DoWorks The Way You Do

• Native Microsoft Native Microsoft Outlook FoldersOutlook Foldersand Command Barand Command Bar

• AutomaticAutomaticcalendar, contact, task calendar, contact, task and email and email synchronizationsynchronization

• Quick viewsQuick viewsof relevant informationof relevant information

Microsoft CRM | Microsoft CRM | Works The Way Your Business DoesWorks The Way Your Business Does

• Powerful reporting viaPowerful reporting via SRSSRS

• Take data into Take data into ExcelExcel while while maintaining a live data maintaining a live data linklink

• SecureSecure, , roles-basedroles-based access at the database access at the database levellevel

• Create Create workflowworkflow based on based on standard and custom standard and custom entitiesentities

• Evaluate conditions and Evaluate conditions and actions actions across systemsacross systems

New LeadReceived

ExistingAccount?

CreateNew Acct

CreateNew Oppty

Assign toTelesales

AlertSales Rep

Y

N

Microsoft CRM | Microsoft CRM | Works The Way Technology ShouldWorks The Way Technology Should

Roles-BasedUser Experience

Roles-BasedUser Experience

Business Workflowand Visibility

Business Workflowand Visibility

Integration andExtensibility

Integration andExtensibility

• Use Outlook, browser, or mobile Use Outlook, browser, or mobile devicedevice

• Get Get just the right tasksjust the right tasks to each user to each user

• Intelligent links to Microsoft OfficeIntelligent links to Microsoft Office

• Drive more consistent process Drive more consistent process executionexecution

• Tailor the system to Tailor the system to fit your businessfit your business

• Get instant visibility and alertsGet instant visibility and alerts

• Web services architectureWeb services architecture

• Connect Connect multiple systemsmultiple systems in real-time in real-time

• Easily import and export dataEasily import and export data

Microsoft CRM | Microsoft CRM | Thousands Of Customers, Including…Thousands Of Customers, Including…

Small BusinessesSmall Businesses Large EnterprisesLarge EnterprisesMidsized CompaniesMidsized Companies

Microsoft CRM | Microsoft CRM | Global Investment, Global ReachGlobal Investment, Global Reach

CzechCzechEnglish (international)English (international)GermanGermanHungarianHungarianNorwegianNorwegian(Brazilian)(Brazilian)RussianRussianTurkishTurkish

Arabic Arabic Danish Danish Finnish Finnish Greek Greek Italian Italian Polish Polish PortuguesPortuguese Spanish e Spanish

Chinese Chinese Dutch Dutch French French Hebrew Hebrew Japanese Japanese PortuguesPortuguese (Iberian) e (Iberian) SwedishSwedish

Languages for version 3.0Languages for version 3.0

Worldwide availability in more than 20 languagesWorldwide availability in more than 20 languages

Microsoft CRM | Microsoft CRM | Next StepsNext Steps

• Choose Microsoft CRM for the Choose Microsoft CRM for the technology and platformtechnology and platform to drive CRM to drive CRM success for your businesssuccess for your business– Outstanding user experience and user adoptionOutstanding user experience and user adoption– Great business fit and visibility into resultsGreat business fit and visibility into results– Scalable and secure platform with great extensibilityScalable and secure platform with great extensibility

• Define a Define a complete CRM solution and plancomplete CRM solution and plan that includes people, that includes people, process, and technologyprocess, and technology– Microsoft and its global network of partners are committed to your successMicrosoft and its global network of partners are committed to your success

© 2006 Microsoft Corporation. All rights reserved.© 2006 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.

What’s NewWhat’s New

Microsoft CRM | Microsoft CRM | What’s New In Version 3.0?What’s New In Version 3.0?

Hundreds of new features, including:Hundreds of new features, including:Native Outlook ExperienceNative Outlook Experience

• Roles-based user interfaceRoles-based user interface

• Dynamic help and suggestionsDynamic help and suggestions

• Pervasive mobile capabilitiesPervasive mobile capabilities

• High performance syncHigh performance sync

New CRM ModulesNew CRM Modules

• Marketing Automation,Marketing Automation,including Quick Campaignsincluding Quick Campaigns

• Service Service AutomationAutomation

• SQL Reporting Services SQL Reporting Services

Platform FlexibilityPlatform Flexibility

• Custom entitiesCustom entities

• Extensible workflow engineExtensible workflow engine

• Real-time app integrationReal-time app integration

• Easy portal integrationEasy portal integration

Installation and UpgradeInstallation and Upgrade

• Installation diagnosticsInstallation diagnostics

• Automatic Web ServicesAutomatic Web Services

• New security modelNew security model

• Metadata import/exportMetadata import/export

Segment Specific Slides –Segment Specific Slides –Insert As NeededInsert As Needed

Microsoft CRM | Microsoft CRM | For Small BusinessesFor Small Businesses

• Microsoft CRM Small Business Edition (SBE)Microsoft CRM Small Business Edition (SBE)is is optimized for small businessesoptimized for small businesses

• Complete CRM suite installs in 10 clicks or lessComplete CRM suite installs in 10 clicks or less• Quick customization to specific business needs through the Quick customization to specific business needs through the

“Consultant in a Box” wizard“Consultant in a Box” wizard• Tightly integrated with Microsoft Small Business Server Premium Tightly integrated with Microsoft Small Business Server Premium

2003 capabilities2003 capabilities– Fax server integrationFax server integration– Integrated system managementIntegrated system management

• Built-in migration of data from Microsoft Office Business Contact Built-in migration of data from Microsoft Office Business Contact Manager (BCM)Manager (BCM)

Small BusinessesSmall Businesses

Microsoft CRM | Microsoft CRM | For Midsized CompaniesFor Midsized Companies

• Microsoft CRM fits the business and technology needs of midsized Microsoft CRM fits the business and technology needs of midsized companiescompanies

• It delivers all of the power of an high-end CRM system through a It delivers all of the power of an high-end CRM system through a familiar Microsoft Office and Outlook interfacefamiliar Microsoft Office and Outlook interface

• Complete CRM suite with sales, service,Complete CRM suite with sales, service,and marketingand marketing

• Flexible options for online, offline, andFlexible options for online, offline, andmobile accessmobile access

• Simplified installation and maintenanceSimplified installation and maintenance• Highly configurable without writing any codeHighly configurable without writing any code• Easy integration to external system and dataEasy integration to external system and data

Midsized CompaniesMidsized Companies

Microsoft CRM | Microsoft CRM | For Large EnterprisesFor Large Enterprises

• Microsoft CRM puts powerful CRM capabilities into a Microsoft CRM puts powerful CRM capabilities into a familiar Microsoft familiar Microsoft Office and Outlook experienceOffice and Outlook experience– Complete CRM suite with sales, service,Complete CRM suite with sales, service,

and marketingand marketing– Flexible options for online, offline, andFlexible options for online, offline, and

mobile accessmobile access– Powerful service-oriented platform basedPowerful service-oriented platform based

on Web services and Microsoft technologyon Web services and Microsoft technology– Highly configurable and extensible data modelHighly configurable and extensible data model– High scalability for large user deploymentsHigh scalability for large user deployments– Easy integration to external apps and dataEasy integration to external apps and data– Highly secure environment to protect sensitive dataHighly secure environment to protect sensitive data

Large EnterprisesLarge Enterprises

Background Information Background Information For Customers On Logo SlideFor Customers On Logo Slide

Backup SlidesBackup Slides

Microsoft CRM | Microsoft CRM | Reinventing CRM To Drive SuccessReinventing CRM To Drive Success

Works the WayYou Do

More productivityIn day-to-day

CRM tasks

Common user experiencewith Office and Outlook

Reduced click countsfor every task

Complete capabilitiesin the office and on the road

Works the WayYour Business Does

Better managementcontrol and

visibility

Powerful workflow drivesconsistent processes

Automated alerts andexception handling

Closed-loop trackingand reporting

Works the WayTechnology

Should

Reduced loadon IT implementers

and operations

Simplified installationand maintenance

Common configurationand customization tools

Integrates easilyvia Web services

© 2006 Microsoft Corporation. All rights reserved.© 2006 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.